Manage a team of four customer support agents and one dispute resolution specialist.
Integrate artificial intelligence platforms such as Claude and Re:amaze to streamline support operations.
Ensure customer satisfaction remains above 90% and first responses are delivered within five hours.
Improve dispute handling procedures to minimize refunds and payment chargebacks.
Develop, maintain, and update standardized operating procedures for consistent team performance.

Minimum of five years in customer support roles, preferably in direct-to-consumer eCommerce.
At least three years leading remote support teams with no fewer than four direct reports.
Active experience applying AI technologies like ChatGPT, Claude, Intercom Fin, Zendesk AI, or Gorgias AI to optimize workflows.
Familiarity with Shopify platforms, including app integrations and backend workflows.
Proven track record using customer support software such as Re:amaze, Gorgias, Zendesk, or HelpScout.
Demonstrated ability managing refund cases, payment disputes, and chargeback resolution.
Results-oriented approach with ownership of key metrics including CSAT, first response time, refund rate, and save rate.
Skilled in creating, refining, and documenting standard operating procedures and internal workflows.
Native or C2-level fluency in English, both written and spoken.

Work in a rapidly expanding company experiencing strong growth momentum.
Direct influence on shaping customer experience and improving business outcomes.
Regular collaboration with executive leadership and involvement in strategic decisions.
Opportunity for long-term career development with paid time off and potential equity participation.

Full-time (40h/week, overlap with US hours)

100% Remote

Support team consisting of 4 support agents and 1 dispute manager

OnHires is hiring an AI DTC Customer Support Manager