Senior Customer Support

About the role

This position involves overseeing and improving customer support for a growing e-commerce business. You will manage the entire customer experience, from initial onboarding to post-purchase assistance, focusing on efficiency and satisfaction. The role requires working closely with product, engineering, operations, and growth teams to ensure a consistent, high-quality experience for customers. You will be responsible for driving the customer support strategy and ensuring that every interaction meets the highest standards of quality and empathy. The successful candidate will own the end-to-end support lifecycle, identifying friction points and implementing solutions that enhance the overall customer journey. This is a critical role that directly impacts customer retention, brand perception, and the operational health of the e-commerce platform. You will act as the central point of excellence for customer support, setting standards and processes that the team can scale as the business grows.

Key facts

What you'll do

• Manage and optimize all customer support and experience operations in an e-commerce setting, ensuring seamless interactions across every touchpoint.
• Handle and resolve complex or escalated support issues, often leveraging AI assistance to deliver fast and accurate resolutions.
• Lead customer onboarding processes to ensure quick value realization and early engagement, setting the foundation for long-term success.
• Improve Zendesk ticket management, including service level agreements, macros, and automated responses, to boost team efficiency.
• Analyze support data and customer experience metrics to identify trends and areas for improvement, turning insights into actionable strategies.
• Implement and refine AI-driven support tools like chatbots and self-service options to enhance automation and customer satisfaction.
• Collaborate with Product and Engineering to fix systemic problems and enhance product-related customer experience, driving cross-functional improvements.
• Create and maintain support documentation, internal guides, and customer-facing knowledge bases to empower both customers and support agents.
• Ensure high-quality customer interactions across all communication channels, including email, chat, and self-service platforms, with a focus on clarity and professionalism.
• Guide and mentor junior support or customer experience team members as the team grows, fostering a culture of learning and excellence.
• Monitor real-time support performance and adjust workflows to meet evolving demands and service level expectations.
• Partner with the growth team to align support initiatives with customer acquisition and retention objectives.
• Proactively identify recurring issues and escalate them to the appropriate teams to prevent future occurrences.
• Champion the customer voice within the organization, ensuring that customer feedback drives strategic decisions and product roadmaps.

Requirements

• 5+ years in Customer Support, Customer Success, or Customer Experience, ideally in e-commerce, demonstrating a proven track record in the field.
• Direct experience with Shopify-based e-commerce environments, showing familiarity with the platform's nuances and capabilities.
• Advanced proficiency with Zendesk or similar customer support ticketing systems, managing complex workflows and integrations.
• Proven ability to manage customer onboarding and post-purchase support workflows, ensuring a smooth and positive customer journey.
• Experience implementing or operating AI-powered support tools, automations, or self-service platforms, adapting to new technologies quickly.
• Strong analytical skills, including experience with CX metrics like CSAT, NPS, FCR, and SLA performance, using data to inform decisions.
• Excellent written and verbal communication, with strong stakeholder management abilities to collaborate effectively with diverse teams.
• Prior experience in fully remote roles, familiarity with remote collaboration tools such as Slack, Zoom, Google Workspace, and Asana, and experience with US- or UK-based companies is mandatory.
• Ability to work independently with minimal supervision, taking full ownership of responsibilities and delivering consistent results.
• A strong commitment to maintaining data privacy and security standards in all customer interactions and documentation.

Nice to have

• Experience scaling customer support operations for high-growth e-commerce brands, understanding the challenges of rapid expansion.
• Background in CX strategy, support operations, or team leadership, with a demonstrated ability to influence without authority.
• Experience in omnichannel support environments, managing seamless interactions across various customer touchpoints.
• Familiarity with CRM platforms and customer analytics tools, using insights to drive improvements in the customer experience.

Practical notes

This role requires working within US time zones (EST-PST).