Customer Service Rep | DTC Health Brand | Shopify + Subscriptions

About the Role
We run a fast-growing DTC health brand on Shopify with a strong subscription base. You will be the front line for customer questions, complaints, and issues. Your job is not just to solve problems but to retain customers and protect revenue. A senior rep will be available to train and support you during onboarding.

What You'll Do
Handle customer emails daily inside CommSlayer using provided response templates
Process refunds, cancellations, and order issues inside Shopify
Retain subscribers who want to cancel by offering solutions before pulling the trigger on a refund
Use good judgment on situations not covered by the template
Log a daily summary of interactions, issues, and outcomes into a shared Google Sheet
Flag recurring problems or patterns to the team

Requirements
Prior customer service experience with a Shopify-based store
Comfortable navigating Shopify admin: orders, refunds, customer profiles
Experience handling subscription customers (cancellations, pauses, swaps)
Familiarity with CommSlayer or ability to learn it quickly
Strong written English, clear and empathetic tone
Can follow SOPs but also think independently when needed
Must be available during US business hours (EST or PST overlap required)
Reliable internet and setup

Compensation
Starting pay: $3.75/hour
Pay increases as you gain experience and prove yourself
Long-term opportunity for the right person

How to Apply
Describe your experience working inside a Shopify store and what tasks you handled
Give one example of how you handled a difficult customer situation and kept the sale or subscription
List any tools you have used for customer service (Gorgias, Zendesk, CommSlayer, email, etc.)
Start your application with the word "RETAIN" or it will not be reviewed