Customer Experience & Chargeback Manager

We're a fast-growing DTC wellness brand selling to customers 50+ across the US and Canada. We're hiring one person to lead our customer service team and own the whole post-purchase experience, with a simple mandate: keep customers happy and stop chargebacks before they start.

Please read this full description before applying. We're only looking for someone highly experienced in this exact work, so if that's not you, this role isn't the right fit.

What you'll do

- Manage the customer service team day to day, review their conversations, and coach them toward faster, warmer, more accurate replies
- Optimize how we do support: the tools we use, our macros and canned responses, escalation rules and refund flows
- Audit real customer conversations to spot weak replies, recurring questions and gaps, then fix them at the source
- Defuse frustrated customers before they turn into disputes, and set the standard for how the team does the same
- Prevent chargebacks by tightening service quality and catching at-risk orders early
- Monitor shipping times, flag delays, and communicate with suppliers to resolve problem orders before the customer complains
- Keep customers informed proactively on delays, tracking and back-orders so they never feel left in the dark
- Manage and fight chargebacks across Shopify and our processors, then trace each one to its root cause and fix it
- Improve our help docs, FAQ, shipping and refund policies so fewer tickets happen in the first place
- Track and report the numbers that matter: response time, resolution rate, refund rate, chargeback rate and win rate

What you need
- Proven experience leading customer service for a Shopify DTC brand, and you know the Shopify admin cold
- Hands-on chargeback and dispute experience: fraud vs service disputes, what evidence wins, how representment works
- A track record of lowering refund or chargeback rates through better service and systems
- Experience managing and coaching a support team, not just handling tickets yourself
- Native-level, warm written English for an older audience
- Comfort in helpdesk tools like Gorgias, Zendesk, or Gmail-based inboxes
- Strong judgment on when to refund, replace or hold firm

Nice to have
- Wellness or 50+ audience experience
- Experience coordinating with suppliers and fulfillment partners on shipping issues
- Chargeflow or similar

Success looks like
- Low chargeback rate and high win rate on the disputes we fight
- Falling refund rate as service quality rises
- A support team that replies faster and better, with you steering it
- Angry customers leaving happy, visible in reviews and repeat purchases