Role Overview:
- This position involves leading customer support operations for a rapidly growing DTC footwear brand, focusing on scaling through AI-driven automation.
- The manager will oversee a remote team, implement efficiency tools, and maintain high service standards to directly impact business performance.
Key Responsibilities:
- Manage a team of 4 support agents and 1 dispute manager, ensuring optimal performance and adherence to KPIs like CSAT and response times.
- Implement and optimize AI tools such as Claude and Re:amaze to automate repetitive queries and streamline support workflows.
- Develop and document SOPs to reduce refunds and chargebacks, while collaborating closely with the CEO for fast decision-making.
Qualifications and Impact:
- Requires 5+ years in Customer Support within DTC eCommerce and 3+ years managing remote teams of at least 4 direct reports.
- Candidates must have hands-on experience with AI tools, the Shopify ecosystem, and support platforms like Zendesk or Gorgias.
- This role offers a long-term opportunity with potential equity, emphasizing direct impact on customer experience in a fast-paced, growing company.
Orthora
Orthora is a fast-scaling direct-to-consumer footwear brand designed for professionals who spend all day on their feet, such as healthcare and retail workers. The company is experiencing rapid growth, increasing from $500K to $3M in monthly revenue, and operates with a collaborative, impact-driven culture where team members work closely with leadership.