AI DTC Customer Support Manager

Job Description

Seeking an AI DTC Customer Support Manager to lead a team, implement AI tools for enhanced efficiency, and maintain high customer satisfaction. The ideal candidate will work to reduce refunds and chargebacks while building clear Standard Operating Procedures (SOPs). This is a pivotal role focused on optimizing support operations through innovative AI solutions.

Qualifications

1. Requires 5+ years in Customer Support/Service, preferably in DTC eCommerce. 2. Must have 3+ years managing remote teams (4+ direct reports). 3. Extensive experience with AI tools (ChatGPT, Claude, etc.) for workflow improvement. 4. Solid Shopify ecosystem knowledge is essential. 5. Proven experience with support platforms like Re:amaze or Zendesk. 6. Practical experience in managing refunds and chargebacks. 7. KPI-driven with ownership of CSAT and response time metrics. 8. Ability to build and optimize SOPs and processes. 9. English proficiency at C2/native level. 10. Basic technical knowledge is a plus.

Benefits

- Fast-growing company with strong momentum. - Direct impact on customer experience and business performance. - Close collaboration with the CEO, enabling fast decision-making. - Long-term role with PTO and potential equity path.