CUSTOMER EXPERIENCE & OPERATIONS LEAD

E-commerce | Subscriptions | Chargebacks | Customer Psychology | Team Leadership IMPORTANT — PLEASE READ BEFORE APPLYING This is NOT a basic customer support job. We are looking for someone who can eventually build, manage, and lead our entire Customer Experience department. The person we hire will initially work part-time, but the goal is to develop this person into a senior CX/Operations leader who works directly with the founder. You will not simply be answering email s. You will be responsible for understanding why customers are unhappy, what they actually want, what the company can reasonably offer, and how to turn difficult situations into positive outcomes while protecting the business. You need to be extremely good at communication, psychology, negotiation, chargebacks, subscriptions, problem-solving, and process building. WHO WE ARE LOOKING FOR We are looking for someone who can: Handle angry and emotional customers without becoming defensive De-escalate difficult situations Understand the psychology behind customer complaints Find the real reason someone wants a refund or chargeback Protect the company's interests while genuinely looking after the customer's best interest Turn a negative interaction into a positive outcome Know when to explain, when to apologize, when to offer compensation, and when to hold the company policy Communicate clearly and professionally Re-explain the same point in different ways when necessary Handle customers who threaten chargebacks, disputes, complaints, reviews, or regulatory action Understand subscription psychology and cancellation objections Identify patterns before they become major problems Build systems instead of simply following instructions Eventually hire, train and manage a team You need to be a problem solver, not a ticket responder. 1. CUSTOMER PSYCHOLOGY & DIFFICULT CUSTOMERS This is one of the most important parts of the role. Tell us about your experience dealing with: Angry customers Customers demanding refunds Customers claiming they never subscribed Customers threatening chargebacks Customers threatening negative reviews Customers claiming the company is a scam Customers who misunderstand the product Customers who refuse to accept company policies Customers who repeatedly contact support Give us one real example: What was the customer saying? What did you respond? What was your strategy? What was the final outcome? We're looking for someone who understands that the best response isn't always the most obvious response. 2. SUBSCRIPTION E-COMMERCE EXPERIENCE Have you worked with subscription e-commerce brands? Please provide: Brand name(s) Your role Subscription platform Approximate monthly order volume Approximate monthly ticket volume Subscription cancellation rate, if known Your involvement in reducing cancellations Tell us specifically how you handled: "I never subscribed" "Cancel immediately" "I only ordered once" "Why was I charged again?" "I didn't authorize this" "I want a refund" 3. CHARGEBACKS — REQUIRED This is not optional. We need someone who genuinely understands chargebacks and disputes. Tell us about your experience with: Shopify Payments Stripe PayPal Klarna Shop Pay Other processors What types of disputes have you handled? For example: Fraud / unauthorized transaction Product not received Product not as described Subscription cancellation Recurring transaction Credit not processed Duplicate transaction Customer claims they never ordered Customer claims they cancelled Friendly fraud Tell us: What evidence do you submit? How do you structure a dispute? How do you determine what evidence matters? How do you handle subscription disputes? What is your approximate win rate? How many disputes have you personally handled? We are looking for someone who understands the difference between simply submitting evidence and actually building a winning case. 4. COMMSLAYER — REQU