AI DTC Customer Support Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise a team consisting of 4 support agents and 1 dispute manager.

• Utilize AI tools (such as Claude, Re:amaze) to enhance operational efficiency.

• Ensure high customer satisfaction levels (CSAT 90%+) and maintain response times below 5 hours.

• Minimize refunds and chargebacks by implementing improved processes.

• Create and document clear standard operating procedures (SOPs).

⛳️ Requirements

• Minimum of 5 years of experience in Customer Support / Customer Service, preferably in DTC eCommerce.

• At least 3 years of experience managing remote Customer Support teams with a minimum of 4 direct reports.

• Strong practical experience with AI tools (including ChatGPT, Claude, Intercom Fin, Zendesk AI, Gorgias AI) to enhance workflows.

• Comprehensive experience within the Shopify ecosystem (apps, integrations, workflows).

• Demonstrated experience with support platforms such as Re:amaze, Gorgias, Zendesk, or HelpScout.

• Relevant experience in managing refunds, disputes, and chargebacks.

• KPI-focused mindset with a hands-on approach to metrics like CSAT, First Response Time (FRT), refund rate, and save rate.

• Ability to create, document, and refine SOPs and internal processes.

• Proficiency in English at a C2 / native level (both written and spoken).

• Nice to have: basic technical or coding knowledge.

🏝️ Benefits

• Join a rapidly growing company with strong momentum.

• Make a direct impact on customer experience and overall business performance.

• Work closely with the CEO, benefiting from quick decision-making.

• Enjoy a long-term role that includes PTO and potential equity opportunities.