Senior Customer Support – Customer Experience Manager, E-commerce

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Take ownership of and enhance end-to-end customer support and customer experience operations within an e-commerce setting.

• Personally manage and resolve intricate, high-value, or escalated AI-assisted support cases to guarantee customer satisfaction.

• Lead customer onboarding processes to ensure rapid time-to-value and robust early engagement with customers.

• Oversee and consistently enhance Zendesk ticket workflows, service level agreements (SLAs), macros, triggers, and automation processes.

• Analyze support data and customer experience metrics to detect trends, root causes, and areas for improvement.

• Implement, manage, and optimize AI-powered support tools, including chatbots, automation, and self-service solutions.

• Collaborate cross-departmentally with Product and Engineering teams to address systemic issues and enhance product-led customer experience.

• Create and maintain support documentation, internal playbooks, and customer-facing knowledge bases.

• Ensure consistent and high-quality customer interactions across all support channels (email, chat, and self-service).

• Mentor and guide junior members of the support or customer experience team as the team expands.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Support, Customer Success, or Customer Experience roles, preferably within the e-commerce sector.

• Strong, hands-on experience in Shopify-based e-commerce environments.

• Advanced proficiency in using Zendesk or similar customer support ticketing systems.

• Proven track record of managing customer onboarding and post-purchase support workflows.

• Experience in implementing or operating AI-driven support tools, automation, or self-service platforms.

• Strong analytical skills with practical experience utilizing customer experience metrics such as CSAT, NPS, FCR, and SLA performance.

• Excellent written and verbal communication skills accompanied by strong stakeholder management capabilities.

• Non-negotiable: Prior experience in fully remote roles, proficiency with remote collaboration tools (such as Slack, Zoom, Google Workspace, Asana, or similar), and experience with US- or UK-based companies. Candidates lacking this remote work experience will not be considered.

🏝️ Benefits

• Competitive compensation.

• Options for remote work.

• Opportunities for professional development.