Senior Customer Support / Customer Experience Manager (E-commerce)

Remote, South Africa

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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,...