Shape the future of customer experience in a high-growth e-commerce environment. This role is responsible for managing and refining every stage of the customer journey—from onboarding to post-purchase support—ensuring seamless interactions and long-term satisfaction.
Key Responsibilities
- Oversee end-to-end customer support operations, focusing on efficiency, automation, and service quality
- Directly manage complex or escalated support cases, often involving AI-assisted workflows
- Design and refine onboarding processes to accelerate customer time-to-value
- Optimize Zendesk configurations including ticketing workflows, SLAs, macros, triggers, and automation rules
- Analyze customer support data to uncover trends, resolve recurring issues, and improve key metrics like CSAT, NPS, and FCR
- Deploy and manage AI-powered tools such as chatbots, self-service portals, and automated responses
- Partner with Product and Engineering teams to address systemic product issues impacting customer experience
- Develop and maintain internal support playbooks, knowledge bases, and customer-facing documentation
- Ensure consistent service quality across email, chat, and self-service channels
- Provide guidance and mentorship to junior team members as the support function expands
Qualifications
- Minimum of 5 years in customer support, success, or experience roles within e-commerce
- Proven experience with Shopify platforms and support ecosystems
- Advanced proficiency with Zendesk or similar ticketing systems
- Direct experience managing onboarding and post-purchase support workflows
- Hands-on background with AI-driven support tools, automation, and self-service platforms
- Strong analytical skills with experience tracking and interpreting CX metrics
- Excellent written and verbal communication, with the ability to manage cross-functional stakeholders
- Proven success in remote work environments, with fluency in tools like Slack, Zoom, Google Workspace, and Asana
- Familiarity with US- or UK-based business operations; candidates without remote experience will not be considered
Preferred Background
- Experience scaling support teams in fast-growing e-commerce brands
- Leadership or strategic experience in CX or support operations
- Work in omnichannel support environments
- Exposure to CRM systems and customer analytics platforms
Technology Environment
Zendesk or equivalent platforms, Shopify and related e-commerce tools, AI chatbots, automation systems, self-service solutions, CX analytics, and remote collaboration tools including Slack, Zoom, Google Workspace, and project management software.
Compensation & Work Model
Offering competitive pay with opportunities for long-term growth. This is a fully remote position requiring alignment with US time zones (EST–PST). Candidates must have prior experience working remotely with distributed teams.
