Customer Support & Retention Specialist

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: TYPE OF WORK

Any

: SALARY

450

: HOURS PER WEEK

40

: DATE UPDATED

Aug 28, 2026

JOB OVERVIEW

Type: Full time · Remote · Monday to Friday
Salary: $400 – $600 USD/month depending on experience, plus a bonus on every subscription you save from cancelling.

How to apply — read this first

Do not send a message here. Do not send a CV here.

Go to this link and complete the application:

----------

Pick this role from the list. There is a field inside to upload your CV — that is where we want it. Applications sent any other way are ignored.

What the job is

We run subscription e-commerce brands. Every month, customers write in: where is my order, I want to pause, I want to cancel, I was charged twice. How those messages are answered d ---------- how much money the business makes.

That is this job. You are the only person our customers ever speak to. You keep them happy, you keep them subscribed, and you make sure we never ship a product to someone who has already disputed the charge.

Your work

1. Answer everything, every day. Every customer message gets a real answer, not a template that misses the point. You clear the inbox daily — no message sits unanswered overnight.

2. Handle chargebacks before they cost us twice. Check the chargeback and dispute reports. When a customer disputes a payment, flag them immediately so we do not ship them the product — otherwise we lose the money and the goods. You keep that list accurate, every single day.

3. Save the cancellations. When someone wants to cancel, that is not admin work — that is the moment the job actually happens. You find out why, you offer the right thing (pause, skip a month, a smaller plan, a discount inside our rules), and you keep the customer if keeping them makes sense. You are paid a bonus for every save. When someone genuinely wants out, you cancel it cleanly and politely — we do not trap people.

4. Process the routine work correctly. Cancellations, pauses, address changes, refunds, re-shipments. Following our rules exactly, every time.

5. Spot what keeps coming back. The same question five times a week means something is broken upstream — the product page, the shipping estimate, the billing email. You tell us, with the numbers. Fixing the cause beats answering the question a hundred times.

What we need from you
Written English that sounds warm and natural. You are the voice of the brand. Customers should feel like they are talking to a person who is on their side.
You stay calm with angry people. Some customers write in furious. You do not take it personally and you do not get defensive.
Extremely reliable. The inbox does not wait. If you skip days, this role is not for you.
Detail-oriented. Getting a chargeback flag wrong costs us the product and the money.
You follow rules exactly — what you can offer, what you cannot, and when to escalate.
Comfortable with Shopify, Gmail, Google Sheets, Slack.
You use AI tools (ChatGPT, Claude) to work faster without sounding like a robot.
Nice to have

Experience with subscription businesses, retention or churn. Helpdesk tools (Gorgias, Zendesk, Front). Klaviyo. Any experience with chargebacks or payment disputes. Supplement or health brands.

Before you apply

Some of our brands are in health and women's wellness, including intimacy products. You will answer customer questions about them. The work is never explicit, but if that topic is not for you, this role is not for you and that is completely fine.

What we offer
A stable, long-term, full-time position.
A documented playbook. You are not inventing answers — the responses, the rules and the limits already exist.
A bonus tied to retention. Save subscriptions, earn more. Your incentives and ours are the same.
Direct work with the owner. No middle manager.
Paid trial first: we send you five real customer messages, including one cancellation and one chargeback. You write the replies you would send. Good trials get hired within days.
Paid on time, every time.

Again: the only way to apply is ----------

SKILL REQUIREMENT

Customer Support Customer Support Email Support

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Customer Support & Retention Specialist

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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