Customer Support Manager — Supplement E-Commerce

CUSTOMER SUPPORT & RETENTION SPECIALIST — SUPPLEMENT E-COMMERCE

Edenvia | Remote | Philippines preferred
Independent contractor

ABOUT THE ROLE

We’re looking for a customer support specialist with proven results in supplement e-commerce, particularly in refund management and subscription retention.

We care about measurable performance: the volume you’ve handled, the customers you’ve retained, and the results you can verify.

You’ll handle approximately 105 tickets per day:

• 35–40 refund requests.
• 65–70 subscription cancellation requests.
• Peak days may exceed 150 tickets.

YOUR RESPONSIBILITIES

• Handle customer inquiries, refund requests, and subscription cancellations.
• Resolve customer concerns and offer appropriate retention options.
• Maintain fast response and resolution times.
• Identify recurring reasons for refunds and cancellations.
• Recommend improvements to our support scripts and processes.
• Track and report your performance.

Retention must respect customer decisions and our refund and cancellation policies.

PERFORMANCE TARGETS

Our current performance:

• Refund save rate: 41.29%.
• Subscription retention rate: 15.68%.

Our long-term targets:

• Refund save rate: 50%+.
• Subscription retention rate: 40%+.
• First response: under 2 hours for 90% of tickets, with no ticket waiting beyond 4 hours during scheduled coverage.
• Resolution: under 24 hours for 80% of tickets.
• First contact resolution: 70%+.

Refund save rate means the percentage of refund requests withdrawn after support resolves the customer’s concern.

Subscription retention rate means the percentage of cancellation requests where the customer agrees to keep their subscription.

YOUR FIRST 90 DAYS

Month 1:

• Achieve a refund save rate of 40%+.
• Achieve subscription retention of 16%+.
• Respond within 3 hours to 85% of tickets during scheduled coverage.
• Learn our products, policies, and customer base.

Month 2:

• Increase the refund save rate to 43%+.
• Increase subscription retention to 18%+.
• Respond within 2 hours to 90% of tickets during scheduled coverage.
• Identify recurring cancellation reasons.

Month 3:

• Achieve a refund save rate of 45%+.
• Achieve subscription retention of 20%+.
• Respond within 2 hours to 95% of tickets during scheduled coverage.
• Recommend practical improvements.

These milestones build toward our long-term targets. Meeting them will lead to a compensation review and consideration for a full-time position.

REQUIREMENTS

• Direct customer support experience in supplement e-commerce.
• Experience handling comparable ticket volume.
• Proven results in refund management and subscription retention.
• Clear written English and sound judgment when handling customer concerns.
• Supporting evidence of your previous performance.

Generic statements like “excellent communication skills” are not enough. Show us your results.

HOW TO APPLY

Apply directly through OnlineJobs.ph.

Application subject:
CS Specialist - [Your Name] - EDENVIA EAGLE

Your application MUST include:

1. RELEVANT EXPERIENCE
Describe the supplement businesses you’ve supported, your responsibilities, and your average daily ticket volume.

2. PERFORMANCE METRICS
Provide your previous refund save rate, subscription retention rate, first response time, resolution time, and first contact resolution rate. Include the reporting period and explain how the rates were calculated.

3. SUPPORTING EVIDENCE
Include accessible links to anonymized dashboard screenshots, ticketing reports, or employer references verifying your results. Remove customer details and confidential information.

4. TWO BRIEF EXAMPLES
Describe one refund request you successfully saved and one subscription cancellation you successfully retained. Explain your approach and the outcome.

5. AVAILABILITY AND SALARY
Include your earliest start date, available working hours, timezone, and expected monthly salary in USD.

6. APPLICATION KEYWORD
Include EDENVIA EAGLE in your application body.

Applications without the keyword or supporting evidence will not be considered.

We review applications as they arrive and close hiring once we find the right person.

If you’ve handled this volume and can demonstrate your results, we’d like to hear from you.