Phone Support Agent - Ecommerce - Subscription Supplements

We are a growing subscription-based supplement ecommerce company seeking a high-performing Phone Support Specialist.

Your core mission: answer inbound calls, manage subscriptions, and cut chargebacks in half.

You’ll be the first point of contact for customers seeing unrecognized charges — de-escalating concerns, clearly explaining billing, and preventing disputes. You’ll also run outbound efforts to reduce churn, win back cancelled subscribers, and recover abandoned checkouts.

Key Responsibilities

- Handle inbound calls professionally, resolve billing inquiries, and educate customers on subscriptions to prevent chargebacks (target: 50% reduction).

- Proactively support at-risk subscribers and apply retention strategies to minimize churn.

- Conduct outbound win-back campaigns and follow up on abandoned checkouts.

Requirements

- Significant experience in ecommerce subscription support and recurring billing (strict).
- Proven success reducing chargebacks and handling billing disputes.
- Fluent English; available for US business hours.
- Exceptional communication, empathy, and persuasion under pressure.
- Experience in retention, win-back campaigns, and abandoned checkout recovery.
- Comfortable with ecommerce platforms, CRMs, and payment gateways.

What We Offer:

Competitive compensation with performance bonuses tied to chargeback reduction and retention metrics. Opportunity to shape our customer retention and dispute-resolution strategies from the ground up.

To be considered, apply and tell us:

The top 3 things you can do to decrease our chargeback rate and how you’ve helped similar subscription supplement ecommerce brands achieve this (include specific examples of your past results).