Customer Experience Manager
US$1,700 – US$2,200 / mth base salary
Posted 28 Jul 2026
Advertised as “Senior Customer Support / Customer Experience Manager (E-commerce)”
BranchFactor Summary
The original posting with the fluff stripped out
- Management level
- People management
- Employment
- Remote
- Contract
- Contract
| Base salary | US$1,700 – US$2,200 / mth |
|---|
Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Job Title
Senior Customer Support / Customer Experience Manager (E-commerce)
Location
Remote
Time Zone
US Time Zones (EST–PST)
Role Overview
We are seeking a Senior Customer Support / Customer Experience Manager to lead and elevate customer support operations for a growing e-commerce business. This role owns the full customer support lifecycle from onboarding through post-purchase support and retention - while driving operational excellence, automation, and customer satisfaction at scale.
You will act as a strategic partner to Product, Engineering, Operations, and Growth teams to ensure a seamless, high-quality customer experience across all customer touchpoints.
Key Responsibilities
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Own and optimize end-to-end customer support and CX operations within an e-commerce environment
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Personally handle and resolve complex, high-ticket, or escalated AI-assisted support cases to ensure customer satisfaction
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Lead customer onboarding processes to ensure fast time-to-value and strong early customer engagement
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Manage and continuously improve Zendesk ticket workflows, SLAs, macros, triggers, and automations
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Analyze support data and CX metrics to identify trends, root causes, and improvement opportunities
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Implement, manage, and optimize AI-driven support tools, including chatbots, automations, and self-service solutions
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Collaborate cross-functionally with Product and Engineering to resolve systemic issues and improve product-driven CX
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Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases