We Need One Great Support Person (Shopify + Subscriptions, US Brand, Long Term)

Read this part first

Most support jobs are ticket jobs. You clear the queue, you hit a response time target, nobody notices you unless something goes wrong.

This is not that.

We sell consumer health products in the US on a monthly subscription. That means every single customer conversation is worth real money over time. A customer you calm down and keep stays with us for months. A customer you lose with a lazy reply costs us their entire lifetime value. Support is not a cost center in this business, it is where retention is won or lost.

So we are hiring one person and paying them properly, instead of three people cheaply.

We keep our brand name out of the public posting for competitive reasons. You get the full picture (brand, product, revenue, how we operate) on the intro call, and we will sign an NDA if you want one.

A normal day

You open the inbox. Overnight there are 40 to 70 messages from American customers. Some are simple: where is my order, can I change my address. Some are not: a failed payment on a subscription, someone who wants to cancel because they "did not see results yet", someone whose package says delivered but is not there, someone asking whether the product is safe alongside another supplement.

You work through all of it. You handle the subscription changes yourself in Loop. You issue the refund in Shopify when it is the right call, and you find a better solution when it is not. You notice that eleven people this week asked the same confusing question, and you tell us, because that is a landing page problem, not a support problem.

By the end of your day the queue is empty and nothing has been left for tomorrow.

The tools you will live in

Shopify, Loop Subscriptions, and a helpdesk (Gorgias or similar). If you have used Recharge, Skio or Bold instead of Loop, that transfers fine. If you have never touched a subscription tool, this role will be a hard climb.

This job is for you if

Your written English is genuinely native-level. Our customers are American and they will notice the difference. We test this before anything else.
You have supported ecommerce brands before and can name them
You can be trusted with a refund decision without asking permission every time
You would rather own one brand deeply than juggle five clients
You want a job you are still doing in two years, with more responsibility and more money each year

This job is not for you if

You are looking for something part time on the side
You need to be reminded and followed up on
Your plan is to use canned replies for everything
You cannot overlap with US business hours at all

Nice to have, not required

German (we run other brands in Europe and we pay extra for it)
Health, supplement or wellness niche experience
Experience writing SOPs or macro libraries from scratch

The money

$1,000 to $1,400 per month, depending on what you bring. That is above the usual range for this role and we know it. We would rather overpay one excellent person than manage three average ones.

How to apply
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How to apply
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