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TYPE OF WORK
Full Time
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SALARY
$1000/mo
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HOURS PER WEEK
50
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DATE UPDATED
May 7, 2026
About the Role
We are a growing subscription based supplement ecommerce business seeking an experienced, high-performing Phone Support Specialist to join our team. Your primary mission will be to answer incoming customer calls, manage subscription accounts, and critically, cut our chargebacks in half.
When customers see an unrecognized charge on their bank statement and call the number attached to it, you will be their first point of contact. Your ability to de-escalate concerns, explain the charges, and provide excellent service is vital to preventing disputes before they happen. In addition to handling inbound calls, you will be responsible for outbound efforts aimed at reducing subscriber churn, winning back cancelled subscribers, and recovering abandoned checkouts.
If you have a proven track record in ecommerce subscription management and chargeback reduction, we want you on our team.
Key Responsibilities
We expect our Phone Support Specialist to manage a diverse set of responsibilities centered around customer retention and revenue protection. Your primary focus will be handling inbound support and preventing chargebacks. You will answer incoming phone calls promptly and professionally, particularly from customers inquiring about unrecognized charges. By investigating and resolving billing inquiries, you will prevent customers from filing chargebacks with their banks. Furthermore, you will educate customers on their subscription details, billing cycles, and cancellation policies to ensure transparency and satisfaction, ultimately working to achieve the primary KPI of reducing the company's overall chargeback rate by 50%.
Beyond inbound support, you will play a crucial role in retention and churn reduction. You will proactively assist current subscribers, addressing their concerns and highlighting the value of our products to keep them on board. By identifying at-risk customers, you will apply proven retention strategies to minimize subscription churn. Additionally, you will engage in outbound sales and win-back campaigns. This involves conducting outbound calls to cancelled subscribers with tailored offers to win back their business, as well as following up on abandoned checkouts to assist customers in completing their purchases and overcoming any buying hesitations.
Candidate Requirements
To be successful in this role, candidates must meet specific experience and skill requirements tailored to the unique challenges of ecommerce subscription management.
Experience: Must have significant, verifiable prior experience in ecommerce customer support, specifically dealing with subscription models and recurring billing. This is a strict requirement.
Chargeback Expertise: Proven success in reducing chargebacks and handling billing disputes effectively. You must understand the mechanics of chargebacks and how to preempt them through excellent customer communication.
Language Skills: Fluent English is absolutely required for clear and effective communication with our customers.
Working Hours: Must be available and willing to work US business hours.
Communication Skills: Exceptional verbal communication and active listening skills. You must be able to remain calm, empathetic, and persuasive under pressure.
Sales & Retention: Experience in customer retention, win-back campaigns, and converting abandoned checkouts.
Technical Proficiency: Comfortable navigating ecommerce platforms, CRM software, and payment gateways to quickly locate customer information and process requests.
What We Offer
Joining our tea
If you are a seasoned ecommerce support professional who thrives on turning frustrated callers into loyal subscribers and protecting the bottom line, we encourage you to apply. Please include examples of your past success in reducing chargebacks and managing ecommerce subscriptions in your application.
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To be considered for this role, apply and tell me the top 3 things you can do to decrease our chargeback rate and how you've helped similar brands to use do this (subscription supplement ecommerce)
