OnHires is hiring an 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