AI DTC Customer Support Manager at Onhires

📍 100% Remote | 🕒 Full-time (40h/week, overlap with US hours) 🌍 THE BIG PICTURE We’re hiring on behalf of our client, Orthora — a fast-scaling DTC footwear brand built for people who spend all day on their feet (e.g. healthcare and retail workers). The company is growing rapidly — from $500K to $3M in monthly revenue — and is now looking for a strong operator to help scale Customer Support using AI. This role goes beyond traditional support: the goal is to build an efficient, AI-powered system where automation handles repetitive queries and the team focuses on high-impact interactions. 🔧 WHAT YOU’LL ACTUALLY DO - Lead a team of 4 support agents and 1 dispute manager - Implement AI tools (e.g. Claude, Re:amaze) to improve efficiency - Maintain high customer satisfaction (CSAT 90%+) and response times under 5 hours - Reduce refunds and chargebacks through better processes - Build and document clear SOPs 🎯 WHO WE’RE LOOKING FOR - 5+ years of experience in Customer Support / Customer Service, ideally within DTC eCommerce - 3+ years of experience managing remote Customer Support teams (minimum 4 direct reports) - Strong hands-on experience with AI tools (e.g. ChatGPT, Claude, Intercom Fin, Zendesk AI, Gorgias AI) — you actively use AI to improve workflows - Solid experience within the Shopify ecosystem (apps, integrations, workflows) - Proven experience with support platforms such as Re:amaze, Gorgias, Zendesk, or HelpScout - Practical experience managing refunds, disputes, and chargebacks - KPI-driven mindset with hands-on ownership of metrics such as CSAT, First Response Time (FRT), refund rate, and save rate - Ability to build, document, and optimize SOPs and internal processes - English proficiency at C2 / native level (both written and spoken) Nice to have: basic technical or coding knowledge 🌟 WHY JOIN - Fast-growing company with strong momentum - Direct impact on customer experience and business performance - Close collaboration with the CEO, fast decision-making - Long-term role with PTO and potential equity path 🧩 INTERVIEW PROCESS 1. Recruiter intro 2. Interview with CEO 3. Short test task (ticket analysis + SOP) 4. Final conversation & offer