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AI DTC Customer Support Manager

Onhires Inc.

Job Overview

Location

Philippines

Job Type

Full-time

Full Job Description

📋 Description

• Lead a team of 4 support agents and 1 dispute manager while implementing AI tools like Claude and Re:amaze to improve efficiency and maintain high customer satisfaction (CSAT 90%+) with response times under 5 hours
• Reduce refunds and chargebacks through better processes and build and document clear SOPs for scalable customer support operations
• Work with Orthora, a fast-scaling DTC footwear brand serving healthcare and retail workers, growing from $500K to $3M in monthly revenue, focused on scaling AI-powered customer support
• Gain hands-on experience building AI-driven support systems, optimizing KPIs like CSAT, FRT, refund rate, and save rate, and collaborating directly with the CEO in a high-impact, fast-decision-making environment

🎯 Requirements

• 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)

🏖️ Benefits

• 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

Skills & Technologies

Remote

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Onhires Inc.

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About Onhires Inc.

Onhires is a talent acquisition platform designed to streamline the hiring process for businesses. It offers a comprehensive suite of tools that automate and optimize various stages of recruitment, from sourcing candidates to onboarding new hires. The platform aims to reduce time-to-hire and improve the quality of hires by leveraging intelligent automation and data-driven insights. Key features include applicant tracking, candidate sourcing, interview scheduling, and performance analytics, all integrated into a user-friendly interface. Onhires serves companies seeking to enhance their recruitment efficiency and build stronger teams by making the hiring journey more effective and less resource-intensive.

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