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OnHires

AI DTC Customer Support Manager

OnHires

Manage a remote team in optimizing Customer Support using AI tools for a fast-growing DTC footwear brand. Oversee team performance and improve customer satisfaction metrics.

Posted 5/4/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • 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

Benefits

Comp & perks
  • 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
AI toolsShopify ecosystemcustomer support metricsrefund managementdispute managementSOP documentationKPI managementcustomer satisfaction (CSAT)First Response Time (FRT)refund rate
Soft Skills
leadershipteam managementcommunicationorganizational skillsproblem-solvingprocess optimizationcustomer focusremote team managementworkflow improvementadaptability