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

Hangar Aviation Technologies, Inc.

Job Overview

Location

South Africa - Cape Town

Job Type

Contract

Full Job Description

📋 Description

• Lead and optimize end-to-end customer support and customer experience operations for a fast-growing e-commerce business, ensuring seamless interactions across all touchpoints.
• Personally resolve complex, high-ticket, or escalated support cases using AI-assisted tools to maintain high customer satisfaction and retention.
• Own and streamline customer onboarding processes to accelerate time-to-value and drive early engagement for new users.
• Manage and continuously improve Zendesk workflows, including SLAs, macros, triggers, and automations to enhance support efficiency and consistency.
• Analyze customer support data and key CX metrics (CSAT, NPS, FCR, SLA performance) to identify trends, root causes of issues, and opportunities for operational improvement.
• Implement, manage, and optimize AI-driven support tools such as chatbots, self-service knowledge bases, and automated resolution systems to scale support capacity.
• Collaborate cross-functionally with Product, Engineering, Operations, and Growth teams to address systemic customer pain points and drive product improvements based on customer feedback.
• Develop, maintain, and update internal support playbooks, training materials, and customer-facing knowledge bases to ensure consistent, high-quality service delivery.
• Ensure uniform quality and tone across all support channels including email, live chat, and self-service portals.
• Mentor and guide junior customer support or CX team members as the team expands, fostering a culture of excellence and continuous learning.
• Operate in a fully remote environment with primary alignment to US time zones (EST–PST), coordinating daily with distributed teams and stakeholders.
• Utilize remote collaboration tools including Slack, Zoom, Google Workspace, and Asana to manage workflows, communicate effectively, and maintain team alignment.
• Work within a Shopify-based e-commerce ecosystem, understanding platform-specific support needs, order management workflows, and customer behavior patterns.
• Drive operational excellence by reducing ticket volume through proactive solutions, automation, and improved self-service options.
• Maintain strict adherence to customer experience standards while scaling support operations for a global customer base.

🎯 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
• Non-negotiable: Prior experience working in fully remote roles, fluency with remote collaboration tools (Slack, Zoom, Google Workspace, Asana, or similar), and experience working with US- or UK-based companies

🏖️ Benefits

• Remote work with alignment to US time zones (EST–PST)
• Opportunity to work with fast-growing global e-commerce companies
• Competitive pay
• Real growth opportunities within a scaling organization
• Access to vetted employers and structured career development

Skills & Technologies

Senior

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Hangar Aviation Technologies, Inc.

Visit Website

About Hangar Aviation Technologies, Inc.

Provider of an online platform that connects aircraft owners and operators with certified pilots and instructors for on-demand charter, rental, training and ferry flights. The marketplace vets pilots, manages scheduling, payment and insurance, giving owners access to qualified crew while enabling pilots to find work across piston, turboprop and jet aircraft nationwide. Based in Austin, Texas, the company serves private owners, flight schools, charter operators and corporate flight departments seeking flexible pilot staffing solutions.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.