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AI DTC Customer Support Manager at OnHires. Remote Location: Philippines. 📍 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. Recruiter intro. Interview with CEO. Short test task (ticket analysis + SOP). Final conversation & offer