Senior Ecommerce Customer Experience Manager | Shopify + Gorgias

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: TYPE OF WORK

Full Time

: SALARY

$2000/month

: HOURS PER WEEK

40

: DATE UPDATED

Aug 16, 2026

JOB OVERVIEW

We are looking for an experienced **Senior Ecommerce Customer Experience Manager** to help us rebuild our customer support operation from the ground up.

This is **not a standard customer service representative or virtual assistant position**.

We are specifically looking for someone who has already worked inside a well-run ecommerce customer support operation and has experience managing people, building processes, improving workflows, and creating an exceptional customer experience.

We currently use **Freshdesk for email support and Tidio for live chat**, and we are considering migrating our support operation to **Gorgias**. Strong Gorgias experience is therefore highly preferred.

Our business serves primarily US customers and fulfills products through several different manufacturers, suppliers, sellers, and fulfillment partners. Because of this, our customer support operation deals with everything from simple product questions to complicated production, shipping, customization, refund, replacement, and fulfillment issues.

Your first responsibility will be to audit our existing customer support operation and help management determine what needs to change.

You will be expected to:

* Audit customer conversations and identify weaknesses in our current customer experience
* Review our Freshdesk and Tidio workflows
* Help design a stronger overall customer support structure
* Help plan and potentially lead our migration to Gorgias
* Build tags, views, macros, rules, workflows, and automations
* Establish clear ticket ownership and escalation procedures
* Create SOPs for common customer situations
* Develop proactive follow-up systems so customers never feel forgotten
* Create systems for customers waiting on production, suppliers, replacements, or shipping
* Establish response-time, follow-up, and resolution standards
* Implement CSAT and other meaningful customer service KPIs
* Create agent QA and performance-review processes
* Train, coach, and improve the existing customer support team
* Improve communication between customer support, fulfillment, suppliers, and management
* Create clear refund, replacement, goodwill, and customer-recovery guidelines
* Help reduce negative reviews, customer complaints, and chargebacks
* Identify recurring customer problems and help management address their root causes
* Build reporting that gives management clear visibility into customer experience and agent performance

We are looking for someone with strong experience in:

* Ecommerce customer experience
* Shopify
* Gorgias
* Freshdesk
* Managing customer support teams
* Building customer support SOPs and workflows
* Helpdesk automation
* CSAT and support KPIs
* Agent coaching and QA
* Escalation management
* Refunds, replacements, returns, and order recovery
* Shipping delays and lost packages
* International fulfillment
* Supplier or 3PL coordination
* Chargebacks and disputes
* Difficult customer situations
* Proactive customer follow-up

Experience supporting **US ecommerce customers** is strongly preferred.

The ideal candidate thinks beyond simply answering tickets.

When a customer complains, we want someone who asks:

Why did this happen?

How many other customers are experiencing the same problem?

What can we change so it doesn't happen again?

Our goal is to build a customer support culture where **customers never feel forgotten and never have to chase us for an update**.

Even when production, supplier, or shipping problems happen, the customer should always feel that someone is actively looking after them until the situation is completely resolved.

Please do not apply if your experience is primarily answering customer emails or chats.

We are looking for someone who has **managed, built, or significantly improved an ecommerce customer support operation**.

When applying, please begin your application with the words **"CUSTOMER EXPERIENCE"** so we know you have read the entire job description.

In your application, please briefly explain:

* The largest customer support team you have managed
* Your experience with Shopify and Gorgias
* A customer support operation or process you significantly improved
* What you would focus on during your first 30 days if customer complaints had increased significantly

This is intended to be a **long-term, full-time position**. The right person may eventually take full responsibility for managing the customer support department.

SKILL REQUIREMENT

Shopify Customer Support Gorgias

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Senior Ecommerce Customer Experience Manager | Shopify + Gorgias

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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