🛠 Tech Stack

💼 About This Role

You'll lead a remote team of support agents for Orthora, a fast-scaling DTC footwear brand. You'll implement AI tools to automate repetitive queries and optimize workflows to maintain high CSAT and fast response times. This role offers direct impact and collaboration with the CEO.

🎯 What You'll Do

• Lead a team of 4 support agents and 1 dispute manager
• Implement AI tools like Claude and Re:amaze to boost efficiency
• Maintain CSAT above 90% and response times under 5 hours
• Reduce refunds and chargebacks through better processes

📋 Requirements

• 5+ years of Customer Support experience in DTC eCommerce
• 3+ years managing remote support teams of at least 4
• Hands-on experience with AI tools like ChatGPT, Claude, Intercom Fin
• Solid Shopify ecosystem experience with apps and integrations

✨ Nice to Have

• Basic technical or coding knowledge
• Experience with Re:amaze, Gorgias, Zendesk, or HelpScout

🎁 Benefits & Perks

• 🌍 100% Remote work
• 🚀 Fast-growing company with strong momentum
• 📈 Direct impact on customer experience and business performance
• 🤝 Close collaboration with the CEO and fast decision-making
• 🏖️ PTO and potential equity path

📨 Hiring Process

Estimated timeline: 1-2 weeks

1. 1Recruiter intro· 30 min
2. 2Interview with CEO· 45 min
3. 3Short test task (ticket analysis + SOP)· 2 hours
4. 4Final conversation & offer· 30 min