AI DTC Customer Support Manager

📍 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