E-commerce Customer Support – Retention
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support & Retention role in E-commerce assisting with email and social media inquiries. Managing subscriptions and customer relationships to improve retention rates.
Responsibilities:
- Two email inboxes (info@ and support@) responded to within 24 hours
- Daily monitoring and responses across Facebook, Instagram, and X
- Subscription management through Recharge including active cancellation save attempts
- Proactive outreach to lost customers on Trustpilot, Stamped, and social to rebuild trust and bring them back
- Review management across Trustpilot and Stamped
- Daily tracking of tickets, response times, resolution types, cancellation saves, and winback status
- Weekly reporting to management
Requirements:
- Shopify experience, Recharge experience strongly preferred
- Fluent written English, natural and warm not templated
- Someone who treats a cancellation as a conversation, not a transaction
- Asks questions, listens, makes people feel genuinely heard
- Can spot patterns across tickets and flag them without being asked
- Works independently once they have the guidelines and owns the role fully
Similar Jobs
Associate Technical Ecommerce Manager
Associate Technical Ecommerce Manager at ePromos enhancing ecommerce performance and technical SEO. Collaborating with teams to drive site health and discoverability for online growth.
Director, eCommerce Sales
Director of eCommerce Sales responsible for strategy and P+L across key eCommerce customers. Leading growth initiatives and managing project execution with a focus on sustainable growth.
Shopify Developer
Shopify Developer for a growing ecommerce brand enhancing online customer experiences through storefront development and AI optimization. Collaborating across teams to drive ecommerce initiatives.
Creative Strategist – DTC Ecommerce
Creative Strategist developing winning ad strategies and content for a global staffing agency. Leading video production and optimizing for high-performance creatives in a remote environment.
E-Commerce CRO Project Manager
Project Manager handling 5-7 e-commerce CRO projects at Jolly Commerce LLP. Ensuring client satisfaction and project delivery quality while coordinating with internal teams.
Senior PHP Developer – Backend, Laravel, Symfony, AI-Coding
Senior PHP Developer developing a high-traffic e-commerce platform using modern systems like AI-coding and Laravel. Involved in backend development with real user demands and extreme loads.
Director, E-Commerce Operations – Sleep and Respiratory Care
Director of E-commerce Operations focusing on online sales strategy and customer satisfaction at a health technology company. Leading digital marketing and cross-functional collaboration for enhanced performance.
Senior Key Account Manager, eCommerce – Digital Shelf
Sr. Key Account Manager managing eCommerce strategy and customer relationships at The Coca-Cola Company. Leading growth initiatives and cross-functional collaboration for the digital shelf.
Ecommerce Manager
Ecommerce Manager managing UK ecommerce business for Naturecan, a wellness brand. Responsible for driving growth and improving customer experience in ecommerce.
Product Marketing Manager, eCommerce
Product Marketing Manager leading product launches and marketing strategies for Willow, a telehealth company. Collaborating across teams to ensure successful go-to-market execution for new offerings.
Marketplace Ecommerce Project Manager
Marketplace Ecommerce Project Manager driving e-commerce initiatives across multiple platforms and optimizing Amazon listings. Leading cross-functional teams to enhance performance and support international growth.
Senior Manager, Digital Experience – Front-Office Applications
Senior Manager of Digital Experience overseeing digital applications at ERMCO. Responsible for roadmap, delivery outcomes, and application health in a manufacturing-focused environment.
Director – Patient Digital Experience, Innovation
Director leading digital product strategy and delivery across patient-facing channels at Accredo. Responsible for managing a high-performing team and aligning stakeholder initiatives.
Senior Mobile Developer, Java/Kotlin
Android Engineer designing, developing, and maintaining mobile applications for a leading SaaS platform. Collaborating with cross-functional teams on innovative projects in Latin America.
Senior Mobile Developer – Java/Kotlin, Ecommerce
Android Engineer designing and maintaining Kotlin applications for a leading SaaS platform. Collaborating with teams to integrate features and ensure high performance and quality.
Senior Mobile Developer – Java/Kotlin, Ecommerce
Android Engineer designing and maintaining high-performance mobile applications for a leading SaaS platform. Collaborating with cross-functional teams on seamless user experiences and features.
Senior Mobile Developer – Java/Kotlin, E-commerce
Android Engineer developing high-performance mobile applications using Kotlin for a leading SaaS platform. Collaborating with teams to deliver features focused on payment integrations and project management tools.
Insurance Product Leader – Digital Experience Delivery
Insurance Product Leader responsible for delivering personal lines insurance products for a AAA insurer. Leading digital experience innovation and strategy across multiple channels and partners.
Recruiter – eCommerce Marketing Agency
Recruiter supporting various client recruitment projects for UN/COMMON Agency. Collaborating with teams to source and qualify candidates in a fast-paced environment.
E-Commerce Solutions Specialist
E-Commerce Solutions Specialist at Whitestone designing and implementing e-commerce solutions. Collaborating with Sales and teams to ensure seamless execution and client satisfaction.