高级客户支持/客户体验经理（电商）
Senior Customer Support / Customer Experience Manager (E-commerce)
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职位名称
高级客户支持/客户体验经理（电商）
地点
远程办公
时区
美国时区（EST–PST）
职位概述
我们正在寻找一位高级客户支持/客户体验经理，负责提升快速增长的电商企业的客户支持运营。该职位负责从客户入职到售后支持和留存的完整客户支持生命周期，同时推动规模化运营卓越、自动化和客户满意度。
你将作为产品、工程、运营和增长团队的战略合作伙伴，确保所有客户接触点的无缝、高质量客户体验。
主要职责
- 负责并优化电商环境中的端到端客户支持和客户体验运营
- 亲自处理并解决复杂、高价值或升级的AI辅助支持案例，以确保客户满意度
- 领导客户入职流程，确保快速实现价值和良好的早期客户参与度
- 管理并持续改进 Zendesk 工单流程、SLA、宏命令、触发器和自动化
- 分析支持数据和客户体验指标，识别趋势、根本原因和改进机会
- 实施、管理和优化基于 AI 的支持工具，包括聊天机器人、自动化和自助服务解决方案
- 与产品和工程团队跨职能协作，解决系统性问题并提升以产品为核心的客户体验
- 制定并维护支持文档、内部操作手册和面向客户的知识库
- 确保所有支持渠道（邮件、聊天和自助服务）中的一致、高质量客户互动
- 在团队扩展过程中指导和培养初级支持或客户体验团队成员
所需资格
- 5年以上客户支持、客户成功或客户体验相关经验，电商领域优先
- 在基于 Shopify 的电商环境中具有扎实的实际操作经验
- 在 Zendesk 或类似客户支持工单系统方面有高级经验
- 有客户入职和售后支持流程的管理经验
- 有实施或运营基于 AI 的支持工具、自动化或自助服务平台的经验
- 具备强大的分析能力，有使用客户体验指标（如 CSAT、NPS、FCR 和 SLA 表现）的实际经验
查看英文原文
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
- 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
Required Qualifications
- 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.
Preferred Qualifications
- 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
Tools & Technology
- Zendesk or similar customer support platforms
- Shopify and e-commerce support tools
- AI-powered chatbots, automation, and self-service solutions
- CX analytics and reporting tools
- Remote collaboration tools (Slack, Zoom, Google Workspace, project management platforms)
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