AI DTC Customer Support Manager

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