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Über
We're looking for an highly experienced Customer Support Manager who lives and breathes customer support. Someone with high energy, who is proactive, thinks ahead, and switches between contexts fast. You spot problems before they escalate, flag issues immediately, and always think one step ahead. This is a hands-on role – you'll be working directly in the inbox while building systems that scale. You report to the founder and work with logistics and finance.
RESPONSIBILITIES
Team Management
- Lead and manage the customer support team with a daily team call to align on priorities, open issues, and focus areas
- Monitor team quality: review responses, give direct feedback, and coach team members to improve
- Train new and existing team members on product knowledge, tone of voice, and SOPs
- Run interviews and hiring for new support team members as the team scales
Customer Support Operations
- Manage all incoming inquiries across email, Messenger, CommentGuard, TrustPilot, and social media
- Handle escalated/sensitive complaints personally with empathy and product knowledge
- Ensure all tickets are resolved within SLA targets
- Quality-check responses for tone, accuracy, and brand alignment
Chargeback & Dispute Management
- Monitor and manage chargebacks across Shopify Payments, Stripe, PayPal, and Airwallex
- Build a chargeback prevention system: proactive outreach, transparent shipping comms, clear subscription terms
- Prepare and submit dispute responses with order evidence, tracking data, and communication logs
- Track chargeback rates per processor, identify patterns, and keep rates below thresholds
Subscription & Retention
- Handle subscription inquiries: cancellations, modifications, and billing questions
- Implement retention strategies for at-risk subscribers (pause options, usage guidance, treatment plan support)
- Monitor churn rate, cancellation reasons, and reactivation opportunities
Logistics & Fulfillment Communication
- Proactive customer communication during stockouts or shipping delays
- Coordinate with 3PL (based in China) on delivery issues, lost packages, and returns
- Run escalation protocols to prevent chargebacks during inventory shortages
Reporting & Process
- Weekly/monthly reports on ticket volume, response times, CSAT, chargeback rates, subscription churn
- Surface VoC insights to inform marketing and product decisions
- Build and maintain SOPs, templates, canned responses, and a customer knowledge base
TASK CADENCE
- Daily: Daily team call, work through all channels, act on chargeback alerts, handle escalations, coordinate with logistics, QC team responses and give direct feedback.
- Weekly: Performance report, chargeback trend analysis, subscription churn review, SOP updates, team training/coaching sessions, report to founder.
- Monthly: Full KPI review, customer satisfaction survey analysis, process audit, customer insights presentation.
REQUIREMENTS
- 2+ years as Customer Support Manager (or senior CS role) for an e-commerce brand
- Proven chargeback management experience across multiple payment processors
- Experience with subscription-based e-commerce (recurring billing, churn, retention)
- Strong written English
- Experience with Shopify and CS tools (Gorgias, CommentGuard, TrustPilot)
- Self-starter who takes ownership and solves problems independently
- Empathetic communicator – our customers are older adults in chronic pain who need patience and genuine care
- Experience managing and leading a customer support team
- Experience communicating and coordinating with a 3PL fulfillment partner
- The ability to work in the US timezone
HOW TO APPLY
Send a short message with:
- Your customer support experience and the tasks you were responsible for
- Your experience managing a team
We value real experience over polished resumes. Show us what you've done.
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Support, Email Support, Ecommerce, Team Management
Sprachkenntnisse
- English
Hinweis für Nutzer
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