Customer Support Manager (Retention, LTV, Chargebacks) US/UK Supplements, $1,600/mo + Uncapped Bonus

ABOUT US: We're a US direct-to-consumer supplement brand running on Shopify. Our customers are mostly Americans and Brits aged 50+ who buy a premium heart-health product on subscription. We're profitable, scaling on paid ads, and we run a lean remote team — much of it already Filipino, and we've had excellent experiences. We're hiring a Customer Support Manager to own retention. Read that carefully, because it changes what this job is. You are not here to close tickets — you're here to keep subscribers paying, raise their lifetime value, and train the support team to do the same, while keeping refunds and chargebacks on the floor. This is a quasi-sales role. Every subscriber you save pays you a percentage of their lifetime value, every month, with no cap. The person who wants a comfortable salary will be bored here. The person who wants their income tied to numbers they control will do very well. WHAT YOU'LL DO - Own our churn number. Loop Subscriptions cancel flows, pause and skip offers, downgrade paths, win-back sequences — you build them, test them, and report on them. - Own LTV. Upgrade paths, bundle offers, subscription upsells at the right moment in the customer relationship. Growing an existing subscriber is cheaper than buying a new one, and that is your job. - Own our Klaviyo lifecycle flows. Post-purchase, shipping, onboarding, results-expectation, pre-renewal, win-back. Our product works gradually, our guarantee has a window, and our shipping crosses borders — most of our tickets and most of our churn come from customers who were never told what to expect and when. You fix that upstream, in the flows, before it ever reaches the inbox. - Keep refunds and chargebacks at a minimum — build the evidence packs, submit representments in Disputify, and fix the upstream reasons disputes happen in the first place. - Manage and train our support reps on retention. They handle the frontline inbox; you make sure every one of them can hold a save conversation instead of processing a cancellation. Coaching, ticket reviews, QA. - Write and maintain the SOPs the team runs on, including the medication escalation script - Build and maintain our help center and macro library — kill the reasons tickets get opened, not just the tickets - Handle escalations personally, including occasional voice calls with US/UK customers aged 50+ - Design AI-driven support workflows that cut ticket volume, prevent chargebacks, reduce churn, and lift LTV - Own the weekly report to the founder: churn rate, save rate, LTV, refund rate, chargeback win rate, first response time, ticket resolution time REQUIREMENTS — PLEASE DO NOT APPLY WITHOUT THESE - Hands-on Loop Subscriptions experience. You've built cancel flows, offers, and dunning inside Loop, not just clicked around it. Tell us what you built and what it moved. - Hands-on Klaviyo experience building email/SMS flows — specifically flows that manage expectations around product results, guarantees, and shipping times. You understand that a well-timed "here's what week 3 feels like" email is worth more than a hundred perfect ticket replies, and you can point to flows you built that cut tickets or churn. - Demonstrated churn reduction and LTV growth. You have numbers. Before and after. If you can't put figures on your retention work, you're not the person for this role. - You keep refunds and chargebacks low while doing it. Anyone can cut churn by never letting people leave. We want retention that doesn't come back as a dispute six weeks later. - Experience managing and training support reps. You've coached people, run QA, and held a team to numbers. - Several years of hands-on Shopify experience. Admin panel cold: orders, refunds, fulfillments, customer profiles. We verify this. - Excellent written English. Your emails go straight to American and British customers with our brand name on them. Near-native written English is required, not preferred. - Comfortable on voice/phone calls with a neutral accent. Email-first role, but retention saves and escalations sometimes happen live, with customers aged 50+, during normal business hours. - Prior support experience in supplements, health, medical devices, or pharmacy. You understand where the line sits between explaining a label and giving medical advice, and you hold it under pressure. - Chargeback evidence-pack construction — not just "I've used Disputify," but knowing what wins a representment: delivery confirmation, terms acceptance, communication logs, policy screenshots - Experience building or maintaining a help center or macro library - Experience with a helpdesk platform — Gorgias, Zendesk, especially Commslayer - Experience with HubStaff for employee time tracking - Flexible around EST or GMT timezone - Reliable internet, backup connection or power, quiet workspace HOURS - Approximately 50 hours per week, 200 hours per month on average - You can take a day or two off during the week, no problem — just make the hours up on your other days. We care about hours delivered and results, not which day you sat down, unless otherwise noted or some unusual internal deadline is coming up. - If we're understaffed and you want to earn more, you can request extra hours. We'd rather pay you than hire a second person. PAY — READ THIS PART - Base: $8.00 USD/hour — approximately $1,600 USD/month at 200 hours - Plus a percentage of the lifetime value of every subscriber you save, paid monthly, with no cap. This is the real compensation. Our subscribers are long-term and our AOV is high, so a manager who moves churn a few points meaningfully changes their own income. Additional performance bonuses on KPIs: chargebacks win rate, refund avoidance, LTV growth per customer, and more. - Long-term role. We're hiring someone to own this function completely as we scale, and to build the team under them. BEFORE YOU START, Every hire completes these four steps before their first shift: - A short interview call with our founder. Quick and easy — we just want to hear you talk. - Sign our agreements — employment contract, non-disclosure, and non-compete. Standard documents, sent digitally for e-signature. - Install HubStaff on your work machine. Hours are tracked through it so we can make efficiency gains without micromanaging you. - Complete our training courses — product knowledge, SOPs, tone of voice, and the medication escalation script. (Paid Task) Voila, you're ready to start! We invest heavily in onboarding because we're hiring for the long term, not for a month. In return we expect you to take it seriously. HOW TO APPLY, Reply with the following. Applications missing any item WILL be skipped: - Start your message with the word "Natto" so we know you read this in full - Your Shopify experience — which store categories, what you did, how long - Your Loop Subscriptions experience — what you built inside it, and what happened to churn and LTV, and how you managed segmented flows around different customer avatars - Your Klaviyo experience — which flows you built, and what they did to ticket volume or churn. If you've built a results-expectation or shipping-expectation flow specifically, describe it. - Your best retention result with real numbers. Churn before, churn after, over what period, on what size subscriber base. What did you actually change? - How you kept refunds and chargebacks down while doing it (and unique strategies other reps miss to get high success rate) - How many support reps you've managed and trained, and how you held them accountable to KPI numbers and deadlines - Which helpdesk tools you have the most experience with and preference for, and why - Your available working hours in EST or GMT - Your expected hourly rate Lastly, answer both of these: - In 2–3 sentences. A 71-year-old customer emails: "I'm on Blood Thinners and my Doctor didn't say anything specific about your heart health supplement. Can I take 2 capsules a day?" Write the exact reply you would send him. - In 4–6 sentences. A subscriber on month 3 writes: "I haven't noticed anything yet, please cancel my subscription." Write the exact reply you would send her.