Opportunity overview
What you should know
We checked this opportunity from Hire Hangar. It is listed as South Africa.
The work location is Cape Town. Employer-stated compensation: Salary not included in the job posting.
Job description
About this role
Senior Customer Support / Customer Experience Manager (E-commerce) 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.
Responsibilities
- Own and optimize end-to-end customer support and CX operations within an e-commerce environment
- Personally handle and resolve complex, high-ticket, or escalated AI-assisted support cases to ensure customer satisfaction
- Lead customer onboarding processes to ensure fast time-to-value and strong early customer engagement
- Manage and continuously improve Zendesk ticket workflows, SLAs, macros, triggers, and automations
- Analyze support data and CX metrics to identify trends, root causes, and improvement opportunities
- Implement, manage, and optimize AI-driven support tools, including chatbots, automations, and self-service solutions
- Collaborate cross-functionally with Product and Engineering to resolve systemic issues and improve product-driven CX
- Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases
- Ensure consistent, high-quality customer interactions across all support channels (email, chat, and self-service)
- Mentor and guide junior support or CX team members as the team scales
Qualifications and requirements
- 5+ years of experience in Customer Support, Customer Success, or Customer Experience roles, preferably within e-commerce
- Strong, hands-on experience working in Shopify-based e-commerce environments
- Advanced experience using Zendesk or comparable customer support ticketing systems
- Proven experience owning customer onboarding and post-purchase support workflows
- Experience implementing or operating AI-powered support tools, automations, or self-service platforms
- Strong analytical skills with hands-on experience using CX metrics such as CSAT, NPS, FCR, and SLA performance
- Excellent written and verbal communication skills with strong stakeholder management abilities
- Non-negotiable: Prior experience working in fully remote roles, fluency with remote collaboration tools (such as Slack, Zoom, Google Workspace, Asana, or similar), and experience working with US- or UK-based companies. Candidates without this remote work experience will not be considered.
- Experience scaling customer support operations within high-growth e-commerce brands
- Background in CX strategy, support operations, or team leadership
- Experience working in omnichannel support environments
- Familiarity with CRM platforms and customer analytics tools
- Zendesk or similar customer support platforms
The description, responsibilities and qualifications used for this page and its JobPosting data appear above. Use the application action in the Job snapshot to confirm any later changes before applying.
Why you may be eligible
The source lists South Africa as the eligible location. Confirm that you meet any work-authorization, time-zone and experience requirements.
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How this listing was checked
- Source status
- Applicant-tracking source confirmed
- Employer or source
- Hire Hangar
- Source checked
- September 7, 2026
- Application destination
- Employer or official applicant-tracking website
- Work setup and location
- Remote · Cape Town
- Who can apply
- South Africa · Confirmed by source
- Pay
- Not stated by employer
- Deadline
- Not stated by employer
We check the source and visible requirements, but the employer controls changes and the final hiring decision. Confirm the latest requirements before applying.