Job Description

ABOUT HAPPY HOWL

As the most dog-obsessed food brand, Happy Howl helps dogs live happier and healthier lives and we believe that starts with better food. We're on a mission to change every dog's world, one meal at a time. We deliver happiness to pets with premium subscription-based products and are on track to become the #1 dog food brand in the market. We're passionate about pets and providing top-notch customer experiences.

THE ROLE

This is not a traditional support role. You'll be the friendly, knowledgeable voice Happy Howl customers turn to when they have questions, concerns, or doubts — and you'll be just as comfortable resolving an issue as you are turning a cancel-intent conversation into a long-term subscriber. Every interaction is a save opportunity. You'll own the retention queue, handle high-volume inbound tickets, take phone calls, and protect subscriber revenue — while delivering the warm, one-touch customer experience Happy Howl is known for. You'll work across phone, email, text, chat, and social media, and you'll be a key player in our ability to retain customers, grow MRR, and protect the brand's reputation online.

WHAT YOU'LL DO

Retention & Revenue

• Own the cancel-intent queue — engage with empathy, identify the root cause, and offer the right solution to retain the subscriber

• Handle 'didn't intend to subscribe' tickets with care — save where possible, resolve with grace where not

• Turn pause, skip, and frequency-change requests into opportunities — understand the real need and recommend the plan that fits the dog best

• Answer product, ingredient, and plan recommendation questions — these are save opportunities, not just info requests

• Identify upsell and cross-sell moments naturally within service conversations — add-ons, frequency upgrades, complementary products

• Track your own save rate and retained MRR weekly — you own this number and we'll celebrate it

• Develop fluency in our product line so you can speak confidently about ingredients, nutrition, feeding guides, and how Happy Howl compares — that knowledge is your best retention tool

• Comfortable with soft-sell and upsell conversations — you treat revenue as a natural extension of great service

Customer Service & Support

• Manage high-volume inbound tickets across Gorgias, Shopify, Stay.ai, and Aircall with speed, warmth, and a one-touch mindset

• Handle subscription management, order questions, and general support across email, phone, SMS, chat, and social media

• Resolve shipping errors, address updates, account changes, and technical payment issues

• Escalate cross-track tickets when a support conversation reveals churn risk

• Document customer feedback to help the team improve products, messaging, and processes

Reputation Management

• Respond to Trustpilot and Stamped reviews within 24 hours — turning public complaints into visible wins

• Manage social media messages and comments in a timely, on-brand, and professional way

• Flag recurring themes in reviews and social to the team so we address root causes, not just symptoms

WHAT WE'RE LOOKING FOR

Required

• 3+ years in customer service, preferably in e-commerce, subscription, or DTC

• Demonstrated ability to retain or save customers — whether through a cancellation desk, membership retention, or subscription support role

• Excellent written and verbal communication: warm, clear, and concise across every channel

• Comfortable managing high volume with a one-touch mindset — you resolve issues completely the first time

• Comfortable on the phone — our phone channel is growing and you'll be a key part of how we show up there

• Self-motivated, positive, and thrives in a fast-paced remote environment

• A genuine love for dogs and the ability to speak about pet health and nutrition with passion and curiosity

Bonus Points

• Experience with Shopify, Gorgias, Stay.ai, or Aircall

• Background in pet, wellness, nutrition, or DTC subscription e-commerce

• Experience responding to public reviews on Trustpilot, Google, or similar platforms

• Familiarity with subscription economics, LTV, and churn metrics

HOW SUCCESS IS MEASURED

We believe in measuring what matters. Your performance will be tracked against:

Subscription save rate ≥ 40% of cancel-intent tickets retained

CSAT score ≥ 4.50 / 5.00

One-touch resolution rate ≥ 45% of tickets resolved in a single reply

First response time < 10 hours

Review response rate 100% of reviews within 24 hours

WHY HAPPY HOWL

• Remote — work from anywhere

• Flexible weekend hours (4 hours on Saturday or Sunday)

• Bonus opportunity tied directly to retention and save rate performance

• Health insurance, dental insurance, and employee discount

• Join a fast-growing, pet-focused company making a real difference in dogs' lives

HOW TO APPLY

Please respond with your experience, why you'd be a great fit, and any background in pet, wellness, e-commerce, or subscription industries.

Tell us about a time you retained or saved a customer who was about to cancel or leave — what did you do and what was the outcome?

Bonus if you have hands-on experience with Shopify, Stay.ai, Gorgias, or Aircall. We are looking to fill this position immediately.

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