Customer Service Agent (Ecommerce Subscription Brand)

Primal Storm is an 8-figure, fast-growing ecommerce subscription brand. We’re looking for multiple Customer Service Agents to manage daily support and retention.

Role
* Handle customer conversations via Reamaze (tickets, email, chat)
* Manage subscription requests (cancellations, refunds, billing issues)
* Execute retention-focused support (save attempts, offers, solutions)
* Tag and organize conversations accurately
* Escalate technical/payment issues when needed

Requirements
* Proven experience in ecommerce customer support (subscription brands preferred)
* Familiar with Reamaze, Zendesk, or Gorgias
* Strong written English
* Able to handle high ticket volume
* Detail-oriented (tagging, workflows, macros)
* Retention-focused mindset

Nice to have
* Experience with subscription tools
* Understanding of churn, refunds, disputes
* Experience in DTC or supplements

KPIs
* Cancellation Save Rate
* Refund Rate %
* Response Time

Setup
* Remote
* Full-time
* Hours determined in discussion with the CS Manager

To apply
Send:
* Short intro + experience
* Tools used
* Example of how you handled a cancellation request (brief)