Customer Support & Retention Specialist — Fast-Growing DTC Supplement Brand (Subscription)

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: TYPE OF WORK

Part Time

: SALARY

$6 an hour

: HOURS PER WEEK

15

: DATE UPDATED

Jul 21, 2026

JOB OVERVIEW

We're a fast-growing, subscription-first pet supplement brand serving customers across the US, with more markets on the way. We're founder-led (Based between Dubai and Europe), lean, and moving fast. We treat our customers — and their pets — like family, and we hold a high standard in every single reply we send.

We're looking for a Customer Support & Retention Specialist who doesn't just close tickets, but genuinely cares about customers, thinks about retention, and wants to grow with us into a leadership role.

This Role Is Probably NOT For You If…

You don't have real, hands-on experience doing customer support for an e-commerce supplement or subscription brand. We need someone who already knows how to handle tickets, refunds, and order issues — and, most importantly, subscription cancellations and retention — without hand-holding. If that's not you yet, please don't apply.

What You'll Do:

- Respond to customer emails clearly, warmly, and professionally (order questions, tracking/"where is my order," delivery issues, returns, refunds, product questions).

- Own subscription support: cancellations, pauses, swaps, skips, and billing questions

- Protect and grow MRR — save subscriptions with pauses, swaps, and win-back offers before cancellations go through, and flag churn risks early.

- Look up and update orders and subscriptions inside Shopify

- Manage the inbox inside Commslayer and keep response times and CSAT high

- Spot recurring issues, report the patterns to the founder, and help improve our templates and SOPs over time

What We're Looking For (Must-Haves):

- Proven customer support experience for an e-commerce / DTC brand — ideally supplements or health/wellness

- Real experience with a subscription / MRR brand — you understand churn and why saving a subscription matters (familiarity with subscription tools like Loop, Recharge, or Skio is a plus)

- Helpdesk experience — Commslayer strongly preferred (Re:amaze or Gorgias also welcome)

- Comfortable in Shopify (orders, refunds, subscription apps)

- Excellent written English — clear, warm, and professional

- Reliable, detail-oriented, and self-managing, with a customer-first, problem-solving mindset

Compensation:

- Base of $5–6/hour to start, depending on experience.

- Performance bonuses on top, tied to CSAT and retention KPIs

- Strong performers can grow to $10/hour+ and into a full-time CS Manager role as we scale

- Long-term role — we like to promote from within

Hours:

- Around 15 hours per week to start — flexible, and you can split it across as many days as you like

- A few hours over the weekend is a plus, but not required — our customers email 7 days a week

- We expect to increase hours soon, with the goal of growing this into a full-time role

- Please tell us your available hours per day and your time zone

Tools We Use / Provide:

- Commslayer (helpdesk)
- Shopify
- A Claude (AI) subscription to help you work faster on replies and SOPs
- Time Doctor for time tracking

How to Apply:

Please send:

1. A short introduction about yourself.
2. Your customer support experience with e-commerce / supplement / subscription brands — be specific, and name the brands.
3. A short Loom video (2–3 minutes) introducing yourself and your experience, so we can get a feel for how you communicate.
4. A short example of how you'd reply to an unhappy customer emailing "Where is my order?" (a few sentences is fine).
5. Your available hours per day + your time zone.
6. Your expected hourly rate.

7. If you've got any workflows or previous work you can share, that would be helpful.

Start your application with the word PUPPY so we know you read the whole post.

SKILL REQUIREMENT

Shopify Account Retention Customer Service

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Customer Support & Retention Specialist — Fast-Growing DTC Supplement Brand (Subscription)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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