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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