Customer Service Manager — Subscription / Recurring-Revenue Brand

Hello Future Employee,
Who are we?

We're a fast-growing e-commerce company running Shopify brand stores across the USA and beyond, generating consistent 6-figure monthly revenue. We specialize in emotionally-driven direct response advertising. This role is for one of our subscription / recurring-revenue brands — a store with a sensitive, emotionally-driven customer base, where genuinely caring, empathetic customer service matters.
We're hiring a Backend Manager to bring structure, systems, and accountability to the backend of this brand. The right person is a builder — someone who walks into a fast-moving operation, finds what's broken or unorganized, and installs the SOPs, dashboards, and processes that make the machine run. You'll report directly to the founder and own this brand's backend end to end.
Because this is a recurring-revenue business, two things sit at the heart of the role: subscription operations and disputes/chargebacks. If you've run backend for a subscription brand and know how to keep chargeback ratios under control, this is for you.
Responsibilities:

Own subscription / recurring-billing operations — rebills, cancellations, churn, failed payments and dunning, and the subscription CRM
Own disputes & chargebacks as a top priority — run prevention (RDR, Ethoca/CDRN alerts, dispute tools), keep chargeback ratios safely under processor thresholds, and maximize win rates
Build out systems and SOPs across Customer Service, Disputes/Chargebacks, and Supply Chain (the operation isn't very organized right now — this is your starting point)
Own KPI tracking and accountability for each backend area: Disputes, Customer Service, Subscriptions/Retention, and Supply Chain
Manage payment operations across multiple processors / MIDs / gateways and keep an eye on processing health
Hire and onboard tea ---------- mbers for those areas (with founder support at the start)
Identify bottlenecks, design the fix, document the process, and train the team on it
Manage performance — make sure each area actually hits the KPIs you set

You're the perfect fit if you have:

Demonstrable experience running backend operations for a subscription / recurring-revenue e-commerce brand (rebills, churn, cancellations, dunning) — with specific examples you can point to
Strong disputes & chargebacks expertise — you've managed chargeback ratios, used dispute-prevention tools (RDR, Ethoca, Disputifier / Chargeflow-type platforms), and know how to keep ratios under Visa/Mastercard thresholds
Hands-on familiarity with Shopify backend operations (orders, fulfillment, refunds, disputes, CS workflows), subscription CRMs (Recharge, Bold, or similar), and payment gateways (NMI, Stripe, etc.)
A strong operator mindset — you see chaos and your instinct is to map it, document it, and systematize it
An empathetic CS instinct — our customers are often going through emotional life ---------- nts, so a sensitive, human touch is essential
Comfortable hiring, training, and holding tea ---------- mbers accountable to KPIs
Self-directed — you take a goal and run with it, you don't wait for step-by-step instructions
Strong written communication for SOPs, briefs, and team comms

To apply, please include:

2–3 examples of prior workflows, SOPs, or systems you've personally built (screenshots, Loom walkthroughs, Notion links, or written descriptions are all fine)
A short note on the team size you've managed and the KPIs you owned
Your experience with subscriptions/recurring billing, dispute platforms, payment gateways, and Shopify backend tools (Gorgias, Reamaze, ClickUp, dispute platforms, etc.)
Include "COMPASS" at the top of your application to confirm you've read the full post

What we offer:

100% remote work setup
Starting salary of $1,000/month with performance-based bonuses — and if you come in and prove you're exceptional, we're ready to raise it as early as your first month. We reward results fast, not tenure.
Direct mentorship from the founder
Real ownership over a brand's backend from day one
Long-term growth potential as the team scales

Apply here: ----------

If you're an operator at heart, you thrive on bringing order to chaos, and you know your way around subscriptions and chargebacks, we'd love to hear from you.
Best Regards,

Heritage And Hearth LLC