Full-Time Customer Support Specialist for Fast-Growing Supplement Brand

HIRING Full-Time Customer Support Specialist for Fast-Growing Supplement Brand

About Us
We're a fast-growing DTC brand in the health supplement space, scaling a subscription-first business with a loyal customer base. We move fast, we take care of our customers like family, and we hold ourselves to a high standard in everything we do.
We're looking for a Customer Support Specialist who doesn't just close tickets, but genuinely cares about customers, thinks about retention, and wants to grow into a leadership role.

The Role
We're hiring a full-time, remote Customer Support Specialist to be the front line of our brand. This is a long-term role and you'll be working directly with the Founder, with a clear path to becoming our CS Manager as the team grows.

What You'll Do

- Handle customer inquiries via email and chat (order issues, subscription changes, refunds, product questions)
- Manage and resolve tickets efficiently inside Commslayer
- Protect and grow MRR by retaining subscribers, offering pauses, swaps, or win-backs before cancellations go through
- Monitor subscription health and flag churn risks proactively
- Maintain response time and CSAT targets weekly
- Identify recurring issues and escalate patterns to the Founder
- Represent the brand with warmth, clarity, and professionalism in every interaction

You Need

- Hands-on experience with Commslayer (non-negotiable)
- Experience supporting a subscription-based brand: you understand MRR, churn, and why retention matters
- Familiarity with Shopify (order management, refunds, subscription apps)
- Strong written English: clear, warm, and professional
- High attention to detail and ability to manage ticket volume without dropping the ball
- A customer-first mindset with the initiative to solve problems, not just respond to them
- Hunger to grow: we want someone who wants to eventually lead a team

What You'll Get

Base salary
- Performance bonuses tied to CSAT and retention metrics
- Fully remote, long-term role
- Direct contact with the Founder
- First in line to become CS Manager as the brand scales

How to Apply

1. Tell us about a time you saved a subscription cancellation: What did the customer say, and what did you do?
2. Confirm you have used Commslayer and briefly describe how you used it.
3. Mention your favorite fruit so I know you've read the entire post

Looking forward to hearing from you.