Phone Support Representative — Subscription Retention

Location: Remote — Philippines
Schedule: Monday–Friday, 9:00 AM–5:00 PM EST
Philippine Time: Approximately 9:00 PM–5:00 AM PHT during US daylight saving time, shifting to 10:00 PM–6:00 AM PHT during US winter
Start Date: Immediately

> Please apply only if you can commit to the US EST night-shift schedule long term.

About the Role

We are a growing US subscription brand building our Phone Support & Retention Team from the ground up.

You'll spend your day speaking directly with American customers—many of whom are calling because they want to cancel their subscription, pause their account, or request a refund.

Your job isn't simply to read a script and process a ticket.

You'll need to have a genuine conversation, understand why the customer wants to leave, and use approved retention offers to give them a reason to stay.

When you save a customer, that's a win. When you can't, you'll professionally process their cancellation or refund while they're still on the phone, accurately and without letting a difficult interaction affect the way you treat them.

This role is ideal for someone who is confident on the phone, comfortable handling objections, and able to stay calm when customers are frustrated.

???? Growth Opportunity

This is a brand-new team, and we intend to promote our first Customer Service Manager from the people hired in this round.

If you're interested in growing into a leadership role, tell us in your application.

## What You'll Do

* Take inbound calls from US customers requesting cancellations, pauses, or refunds
* Ask the right questions to understand the customer's actual reason for leaving
* Handle objections and negotiate using approved retention offers
* Offer appropriate solutions such as:

* Skip a shipment
* Change subscription frequency
* Apply an approved discount
* Downgrade the subscription
* Offer an approved free product
* Process cancellations and refunds directly in Shopify during the live call
* Accurately document every interaction in Zendesk
* Select the correct call outcome and reason codes
* Escalate issues quickly when they fall outside your authority
* Meet retention, refund accuracy, productivity, and call quality targets

## Requirements

Must-Have

* Fluent spoken English with clear, natural communication that American customers can easily understand
* Proven phone support experience with US customers
* Experience handling live voice calls — chat/email-only experience does not qualify
* Hands-on Shopify experience

* Finding customer orders
* Processing refunds
* Managing cancellations/subscriptions
* Previous experience in customer retention, saves, objection handling, or sales
* Experience using a CRM/helpdesk platform

* Zendesk preferred
* Richpanel, Gorgias, or similar platforms are also acceptable
* Able to speak with customers while navigating systems and documenting information accurately
* Comfortable handling angry, frustrated, or demanding customers
* Strong attention to detail when processing refunds and cancellations
* Reliable wired internet connection
* Backup internet/power solution
* Quiet, professional workspace
* Good-quality noise-cancelling headset
* Willingness to work the required EST night shift long term

? Bonus Points

* Experience with Checkout Champ
* Experience with ---------- , Konnektive, ReCharge, or LimeLight
* Background working for a DTC or subscription-based brand
* Chargeback prevention or dispute handling experience
* Previous experience working specifically in **subscription retention

Who Will Do Well in This Role?

You don't get rattled when a customer says “No.”
You know how to ask one more question without being pushy.
You don't take cancellations personally, and you don't become defensive when someone is rude.
You're able to protect company policies while still sounding like a real person - not a robot reading a script.

You know how to negotiate, listen, and identify what a customer actually needs.

And when a customer ultimately d ---------- to cancel, you can process the refund professionally and move on. A well-handled cancellation still protects the brand.

? This role is NOT for you if:

* You need a script for every customer interaction
* You become defensive when customers push back
* Angry customers easily overwhelm you
* You have little or no live phone support experience
* You are uncomfortable discussing cancellations, refunds, and retention
* You cannot consistently work the required US EST schedule

???? Why Join Us?

* Full-time, long-term remote opportunity
* Join a **new team from the ground up
* Opportunity for career growth into Customer Service Management
* Direct exposure to US customers and subscription operations
* Opportunity to build expertise in retention, Shopify, Zendesk, and DTC customer experience

How to Apply

Incomplete applications will NOT be reviewed.

Please include ALL of the following in your application:

1. Your Previous Experience

List the brands/companies you've worked for, including:

* Company name
* What the company sold/provided
* Your position
* How long you worked there

2. Your Refund & Cancellation Experience

Tell us:

* Have you personally processed refunds and cancellations?
* Have you used Shopify, Checkout Champ, or both?
* What were you authorized to do independently?
* What required supervisor approval?

3. ????? 60-Second Voice Recording

Submit a 60-second voice recording speaking naturally.

Tell us about a real customer call where the customer wanted to cancel but you successfully retained them.

Explain:

* What the customer wanted
* Why they wanted to cancel
* How you handled the conversation
* What you said or offered
* How the call ended

Please do not read a prepared script. We want to hear how you naturally communicate.

4. Previous Call Recordings

If you have recordings of real customer calls you've handled and are legally/permissibly allowed to share, please include them.

5. Availability

Clearly confirm:

“I am available Monday–Friday, 9:00 AM–5:00 PM EST.”

6. Start Date

Tell us how soon you can start.

We are looking for candidates who can begin immediately.

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If you're confident on the phone, know how to handle objections, and can turn a difficult cancellation call into a positive customer experience, we want to hear from you.

Apply now and tell us why you'd be a strong fit for our new Phone Support & Retention Team.