eCommerce Customer Support Expert

Customer Support Specialist (Remote) — Fast-Growing E-commerce Supplement Brand ABOUT US We are a fast-growing, US-focused supplement brand built on a subscription model. Order volume is scaling quickly, and we are looking for a dedicated Customer Support Specialist to manage our customer inbox with care and precision. ABOUT THE ROLE This is not a high-volume, macro-driven support role. We are looking for someone who reads every email thoroughly, understands what the customer is actually asking, and resolves the issue correctly the first time. A single email often contains multiple concerns — a shipping question, a billing question, and an underlying frustration. Your job is to identify and address all of them. RESPONSIBILITIES - Handle all inbound customer emails: order status, subscription management, cancellations, and refund requests under our 60-day guarantee - Manage subscription-related requests: pauses, skips, cancellations, and renewal questions. The majority of our revenue is recurring, so this will be the core of your daily work. - Make independent decisions on refunds and resolutions within clear guidelines. We expect you to use your own judgment rather than escalate every case. - Identify recurring issues and report patterns to the founder - Ensure all replies remain compliant for a supplement brand (no medical claims) KEY PERFORMANCE INDICATOR Your main KPI is maintaining a healthy balance between chargeback rate and refund rate. Issuing refunds too easily increases costs; handling refund requests too slowly pushes customers toward payment disputes. Sound judgment on when to refund, when to offer an alternative, and when to hold firm is central to this role. REQUIREMENTS - Excellent written English: clear, professional, and personable - Strong attention to detail and proven ability to read and interpret customer emails accurately - Experience supporting subscription-based e-commerce is required. You have handled recurring billing questions, renewal disputes, and cancellation requests before. - Experience with Shopify - Experience with CommSlayer is a strong plus (or a comparable helpdesk such as Gorgias, Zendesk, or Re:amaze) - Experience with supplement or health brands is a plus - Availability with at least partial overlap with US Eastern Time WHAT WE OFFER - A fully remote, long-term position with a growing brand - Genuine ownership and decision-making authority, with a direct line to the founder - The opportunity to grow into a support lead role as volume increases - Opportunity to get Salary increase and becoming overseeing Operations manager. HOW TO APPLY Please include the following in your application: 1. The word "pineapple" in your subject line — this confirms you have read the full posting 2. A short description of your experience with subscription-based support: which platforms, what volume, and how you handled renewal disputes. Also include your availability. 3. Your experience with customer support, subscriptions, Shopify, and with CommSlayer if applicable 4. Reply in short, not long form AI replies. Applications that do not include all four items will not be considered.