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:
WHY JOIN 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.
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Work Location: Remote
