Chargeback & Subscription Retention Specialist (Shopify + Loop)

ABOUT US
We're a growing US/UK wellness brand on Shopify Plus with Loop Subscriptions. 5,000+ active subscribers, small remote team, you report directly to the founder.

THE ROLE
You own our chargebacks and subscription retention. Goal: chargeback rate under 0.5%, subscribers happy and paying.

TASKS

• Monitor Shopify Payments & PayPal disputes and Chargeflow alerts (Ethoca/Verifi) — refund or respond same day
• Handle cancel / refund / "I didn't know I subscribed" tickets in Gorgias fast and friendly
• Manage Loop: cancellations, pauses, reminder email s, failed-payment follow-ups
• Spot patterns (product, plan, order number, country) and propose fixes
• Update our weekly dashboard: chargeback rate, reasons, CSAT, churn
• Maintain Gorgias macros and simple Shopify Flow automations

MUST HAVE

• 1–2+ years handling chargebacks/disputes for a Shopify or Stripe store — subscription brand preferred (Recharge, Loop, Skio, Bold)
• Knows Visa/Mastercard dispute thresholds, reason codes, Ethoca/Verifi alerts
• Gorgias or Zendesk, excellent written English
• Comfortable with Google Sheets; can explain a chargeback rate and MRR
• ~4h overlap with US Eastern mornings, 1h weekend check-in for alerts

NICE TO HAVE
Chargeflow / Chargebacks911, Klaviyo, Shopify Flow

PAY

• $7/hour, 40h/week, paid twice monthly
• Bonus up to $250/month: chargeback rate under 0.5% + churn targets met
• Raise review after 3 months, 13th month, long-term role

HOW TO APPLY
Start your application with the word SHIELD, then answer in 5 lines max:
1. Which store did you handle chargebacks for — platform and subscription app?
2. One example where you reduced a chargeback rate: before/after numbers and what you changed
3. What does Visa's VDMP threshold mean for a merchant?
4. Your preferred hours (PH time)
Applications without SHIELD or numbers in #2 won't be read.