AI DTC Customer Support Manager

📍 100% Remote | 🕒 Full-time (40h/week, overlap with US hours)

🎯 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

🧩 Interview Process

1. Recruiter intro
2. Interview with CEO
3. Short test task (ticket analysis + SOP)
4. Final conversation & offer