Senior Customer Support Specialist – DTC Supplement Brands (Shopify/Zendesk/Loop Subscriptions/Checkout Champ))

Hey — I'm Gavin. I run customer support for 5 supplement and wellness brands on Shopify, and I'm looking for one experienced support specialist to join our small, close-knit team.

I'll be honest with you: I need someone who knows this work better than I do. Someone who's been in Zendesk for years, who's managed subscriptions in their sleep, and who can look at a ticket and immediately know the right call — without me having to explain it.

If that's you, I want to work with you for a long time.

What the role looks like:

Our flows and macros are fully built out. Nearly every response is ready to go — you pick the right one, check the customer's history, and send it. The real skill is judgment: knowing which flow to send, catching details others miss, and handling the ---------- nts where a customer needs a real, human response instead of a template.

You'll handle subscriptions, refunds, delivery issues, and the occasional frustrated customer who needs someone calm and confident on the other end. When a customer mentions legal language — attorney, FTC, lawsuit — you'll know exactly what to do without being told.

Tools you'll use daily:
? Zendesk — tickets, macros, customer history, tagging
? Shopify — order lookup, customer search, refund processing
? Loop Subscriptions — cancellations, pauses, skips, billing management
? Checkout Champ — subscription and order management
? ---------- — shipment tracking and delivery verification

What I need from you:
? 5+ years of daily Zendesk experience — real tickets, real volume, not tutorials
? Shopify experience — order management, customer lookup, refunds
? Hands-on subscription platform experience (Loop, Seal, Recharge, Bold, or similar) — you've actually cancelled, paused, skipped, and managed billing cycles yourself
? Previous experience supporting supplement, wellness, or health brands is a strong plus
? You can handle 50+ tickets/hour using macros and saved flows
? Strong written English — warm, clear, professional. Customers should feel heard, not processed.
? You know what legal escalation triggers look like without being told (attorney, FTC, lawsuit, chargeback threats)
? You verify actions are actually completed before confirming them to customers
? Reliable internet and available during US business hours (9am–7pm CT)

Hours & Pay:
???? $5/hr to start — with a clear path to more
? 1 hour per day to start (you choose when, within 9am–7pm CT)
???? Hours increase as results come in — all the way to full-time for the right person
???? Bonuses for consistently great work — accuracy, volume, and reliability get rewarded
???? Weekly PayPal payouts every Tuesday — no chasing invoices, no delays
I want to be upfront: we start small because I want to make sure we're a good fit for each other. But every person on my team started at 1 hour/day — and the ones who showed up, followed the process, and cared about the work? They grew fast. I reward good work. Period.

Why people stay here:

This is a real team, not a revolving door. I give specific, daily feedback — not vague "good job" messages, real notes on real tickets so you actually improve and feel supported. When you're doing well, I tell you. When something needs fixing, I tell you that too — directly and respectfully. No games, no surprises.

You'll be appreciated here. The work matters — every ticket you handle correctly prevents a chargeback, keeps a customer, or saves a subscription. You're not just answering emails. You're protecting the business.

If you're someone who takes pride in doing excellent work, wants consistent hours with a team that values you, and is looking for a role you can stay in for years — this is it.

What makes this different from other job posts:
? I actually read every application myself. You're not sending this into a void.
? I'll give you real feedback from Day 1 — you'll know exactly where you stand.
? The flows are built. The macros are ready. You don't have to figure it out alone.
? Growth is real — not a promise on a job post that never happens.
? I've built this team from scratch and I care about the people on it.

How to apply:

Send me:

Your resume
A short note on your Zendesk and Shopify experience — how many years, what kind of tickets, what volume you handled
Which subscription platforms you've used (Loop, Seal, Recharge, Bold, Checkout Champ, etc.) and what you specifically did with them
A screenshot of your internet speed test

I'm not looking for the longest resume. I'm looking for someone who's done this, knows it, and wants a team worth staying on.
Looking forward to hearing from you.

— Gavin