What You'll Do
Take full ownership of the customer experience lifecycle, from onboarding to post-purchase support, ensuring customers achieve value quickly and remain engaged. You’ll resolve complex, high-priority cases personally and refine processes to maintain consistency and efficiency across all support channels.
Design and enhance workflows in Zendesk, including automations, triggers, and macros, to improve response quality and reduce resolution time. Use customer data and key metrics to uncover patterns, address root causes, and implement lasting improvements to the support experience.
Lead the integration and optimization of AI-powered tools such as chatbots and self-service platforms to scale support effectively. Partner with Product and Engineering teams to advocate for customer needs and resolve systemic issues that impact experience. Create and maintain comprehensive documentation for both internal teams and customers to ensure clarity and consistency.
As the team grows, provide guidance and mentorship to junior staff, helping to build a capable, customer-focused support function. Ensure every interaction—whether by email, chat, or self-service—meets a high standard of quality and empathy.
Requirements
- Minimum of 5 years in customer support, success, or experience roles, ideally within e-commerce
- Direct experience supporting and optimizing Shopify-based storefronts
- Proficiency with Zendesk or similar ticketing systems, including workflow automation
- Proven ability to manage onboarding and post-purchase support at scale
- Hands-on experience with AI-driven support tools, chatbots, or self-service platforms
- Strong analytical skills with familiarity in CSAT, NPS, FCR, and SLA tracking
- Excellent written communication and stakeholder coordination abilities
- Established track record in remote work environments using tools like Slack, Zoom, Google Workspace, or Asana
- Professional experience with US- or UK-based companies required
Benefits
- Opportunity to work with rapidly scaling global e-commerce brands
- Build a sustainable, long-term career in a fully remote setup
- Access to vetted employers offering competitive compensation and growth paths
