SENIOR Customer Support Manager for Fast-Growing MRR Supplement Brand

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: TYPE OF WORK

Full Time

: SALARY

$6/hour

: HOURS PER WEEK

TBD

: DATE UPDATED

Sep 9, 2026

JOB OVERVIEW

We are hiring a Senior Customer Support Manager for a fast-growing UK supplement subscription brand.

Read this properly before applying.

This is NOT a role for beginners, general VAs, standard CS agents, or people hoping to grow into management.

We only want someone who has already worked as a CS Manager / Team Lead inside a serious MRR / subscription DTC brand, has managed agents before, understands retention and recurring revenue, and can take ownership without being handheld.

Lunovyn has scaled from $0 to around $200K active MRR in roughly 2 months, and we are still at the beginning.

This is not a temporary dropshipping store. We are building a serious long-term subscription brand and need someone senior enough to own CS as we continue scaling aggressively.

What you will own

You will be responsible for the performance and quality of the entire CS department:

Managing and overseeing all CS agents
Daily QA and ticket audits
Monitoring FRT, resolution time and ticket backlog
Making sure SOPs are followed correctly
Handling escalations and difficult cases
Managing cancellation and retention quality
Checking CS sheets and trackers
Monitoring chargeback-prevention tracking
Coaching agents and correcting weak performance
Hiring, interviewing and onboarding new CS reps
Identifying recurring customer issues and weak processes
Working directly with the owners on improving CS and retention systems

You are not being hired just to answer tickets.

You are being hired to run the CS department properly.

You must already understand

MRR, subscription economics, churn, retention, save rate, recurring billing, cancellation handling, chargeback risk, QA, team accountability and customer lifecycle.

We care heavily about billing cycle 2, 3, 4 and beyond.

If a customer asks to cancel and your natural reaction is simply to process the cancellation, this is not the right role for you.

We need someone commercially minded who understands that CS directly impacts MRR, LTV, churn and profitability.

The standard

We expect someone who is:

Senior and experienced
Extremely reliable
Fast and organized
Strong at managing people
Excellent in written English
Commercially minded
Comfortable holding agents accountable
Able to spot weak performance and broken processes quickly
Able to work independently
Comfortable in a very fast-growing environment
Comfortable with Hubstaff time tracking
Able to take ownership without constant follow-up from us

If you need to be told what to do every hour, do not apply.

If you have never managed CS inside a real subscription business, do not apply.

If most of your background is general VA work or one-off purchase ecommerce, do not apply.

If you are looking for your first management opportunity, do not apply.

We are looking for someone who has already done this successfully.

Compensation

$6 USD/hour starting rate

Plus:

Performance bonuses
Salary increases based on results and responsibility
Long-term growth opportunity as the brand scales

Strong performance will be rewarded.

How to apply

Start your application with:

SENIOR MRR CS MANAGER

Then send us:

Which MRR / subscription DTC brands you have worked for
What you personally owned and proof that the experience is real

You can also message us directly on WhatsApp:

---------- Do not send a generic application.

We will verify experience, so do not exaggerate your background.

No beginners. No rookies. No general VAs.

We want a proven operator who already understands MRR CS at a high level and wants to take ownership inside a brand scaling extremely fast.

SKILL REQUIREMENT

Customer Support Shopify Team Leadership

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SENIOR Customer Support Manager for Fast-Growing MRR Supplement Brand

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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