📍 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