Customer Service & Retention Specialist (E-commerce Subscription Brand)

**Customer Service & Retention Specialist (Subscription E-Commerce)** We are a fast-growing subscription-based e-commerce brand looking for an experienced Customer Service & Retention Specialist who understands how to maximize customer satisfaction, reduce cancellations, improve retention, and mitigate chargebacks. This is NOT a basic customer support role. We need someone who can strategically save customers before they cancel, proactively prevent chargebacks, and improve customer lifetime value while delivering an exceptional customer experience. ### Responsibilities **Customer Support** * Respond to customer inquiries via email, chat, and support tickets. * Resolve order, shipping, billing, subscription, and product-related issues. * Provide professional, empathetic, and timely support. * Maintain high customer satisfaction standards. **Subscription Retention** * Handle cancellation requests and implement retention strategies. * Offer alternatives such as subscription pauses, discounts, modified delivery schedules, or plan changes. * Identify customer concerns and provide solutions that increase retention. * Track cancellation reasons and provide feedback on trends. **Chargeback Prevention & Mitigation** * Proactively resolve customer issues before they escalate into disputes. * Communicate with customers regarding billing concerns and subscription misunderstandings. * Assist with chargeback responses and evidence gathering. * Maintain accurate documentation of customer interactions. * Identify opportunities to reduce future chargebacks and improve customer experience. **Process Improvement** * Identify recurring customer issues and suggest solutions. * Help improve customer service SOPs and retention workflows. * Work closely with management to reduce churn and improve customer satisfaction. ### Requirements **Must Have** * Minimum 3 years of customer service experience. * Minimum 2 years of experience with subscription-based e-commerce brands. * Strong understanding of subscription retention and churn reduction. * Experience handling chargebacks and dispute prevention. * Experience with Shopify. * Excellent written English. * Strong problem-solving and conflict-resolution skills. * Ability to work independently and make decisions. **Preferred Experience** * Gorgias, Zendesk, Freshdesk, Intercom, or similar helpdesk platforms. * Recharge, Skio, Seal Subscriptions, or other subscription management platforms. * Chargeflow, Disputifier, Chargeblast, Midigator, or similar chargeback management tools. * Experience in health, wellness, supplements, or direct-response e-commerce brands. ### Key Performance Indicators (KPIs) * Customer Satisfaction Score (CSAT) * First Response Time * Ticket Resolution Time * Subscription Retention Rate * Cancellation Save Rate * Chargeback Rate Reduction ### Screening Questions 1. How many subscription-based e-commerce brands have you worked with? 2. What subscription platforms have you used (Recharge, Skio, Seal, etc.)? 3. What customer support platforms have you used (Gorgias, Zendesk, etc.)? 4. Describe a retention strategy you implemented that successfully reduced cancellations. 5. Describe a situation where you prevented a chargeback or recovered a customer who intended to dispute a charge. 6. What was the monthly ticket volume you managed? 7. What experience do you have with Shopify? 8. Why do you believe you are a strong fit for this role? ### Application Instructions To be considered, start your application with: **"Retention First"** Then include: * The subscription brands you've worked with. * Your experience with retention and chargeback mitigation. * Any measurable results you've achieved (reduced churn, improved retention, lowered chargebacks, etc.). **This is a long-term opportunity for someone who can become a key part of our customer experience and retention team.**