📍 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
🎯 Who We’re Looking For
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)
Nice to have: basic technical or coding knowledge
🌟 Why Join
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
🧩 Interview Process
Recruiter intro
Interview with CEO
Short test task (ticket analysis + SOP)
Final conversation & offer
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Key team members
Anastasya Grychshenko
Marta Ivaniura
Asya Yelahina
Olesya Malanchuk
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