ECOMMERCE DTC SUBSCRIPTION ONLY SUPPORT MANAGER

?? IMPORTANT – PLEASE READ BEFORE APPLYING

If you do not answer the questions below, your application will not be considered.

This is not a standard customer support position.

We are looking for someone who can eventually build and lead our entire Customer Experience department.

Initially, the role is part-time, but it will grow into a full-time leadership position as the business scales.

Please answer the following:
1. Subscription Brand Experience

Have you worked with subscription-only ecommerce brands before?

Please provide:

Brand name(s)
Your role
Subscription platform used (Recharge, Appstle, Stay.ai, etc.)
Monthly order volume (approx.)
Average number of support tickets handled

2. Chargeback Experience (Required)

Describe your experience handling chargebacks.

Please include:

Payment processors (Stripe, Shopify Payments, PayPal, etc.)
Chargeback platforms you've used
Your dispute strategy
Approximate win rate
Examples of evidence you normally submit

We're looking for someone with deep experience, not someone who has only replied to a few disputes.

3. COM Slayer Experience

Do you have experience using COM Slayer?

If yes:

What features have you used?
Have you built automations?
Have you optimized workflows?
How did you improve efficiency?

If no, which softwares did you use and why.

4. SOP Creation

Describe the SOPs you've personally created.

Examples:

Refund process
Subscription management
Shipping issues
Chargebacks
Escalations
Fraud prevention
VIP customers

We are looking for builders—not followers.

5. Team Building

Have you ever:

Hired support agents?
Trained new employees?
Built a support department?
Managed KPIs?
Created QA processes?
Led weekly meetings?

Tell us about it.

6. Systems & Automation

Which customer support systems have you implemented yourself?

Examples:

CS Slayer
Gorgias
Zendesk
Help Scout
Intercom
Shopify
Recharge
Klaviyo
AI chatbots
Macros
Automations

What improvements did you make?

7. Process Improvement

Imagine you're the Customer Experience Manager.

After one month you notice:

30% of tickets are "Where is my order?"
20% are subscription questions.
Chargebacks are increasing.

What would you do first?

We want to understand how you think.

8. Ownership

Tell us about a situation where you identified a problem before your manager noticed it.

What did you do?

What was the outcome?

9. Virtual Assistant Experience

This role starts part-time, so you'll need to be comfortable wearing multiple hats.

Tell us about your experience as a Virtual Assistant or in a similar operations role.

Examples include:

Administrative support
Data entry
Shopify management
Order management
Supplier communication
Reporting
General business operations
10. Why You?

Why do you think you're the right person to eventually build and lead our Customer Experience department?

Applications will NOT be considered if:
You have never worked with ecommerce.
You have no subscription brand experience.
You have no chargeback experience.
You only have basic email support experience.
You do not answer every question above.
What You'll Do
Manage all customer support.
Handle subscriptions and billing inquiries.
Manage chargebacks and disputes.
Resolve shipping and fulfillment issues.
Build SOPs.
Install and optimize support systems.
Improve customer satisfaction.
Monitor KPIs and identify trends.
Hire and train future support agents.
Build and lead the Customer Experience team.
Work directly with the founder to improve operations.

We are looking for someone who solves problems before they become tickets.