Alpha Lion

Customer Support

• Responsible for handling all aspects of customer service and acting as a liaison
• Provide product/service information, answer questions, and resolve customer problems
• Educate customers on product offerings
• Manage incoming calls and text-based tickets
• Identify and assess customer needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open communication
• Handle customer complaints and provide appropriate solutions and alternatives; follow up to ensure resolution
• Keep records of customer interactions
• Take the extra mile to engage customers and provide best-in-class customer service
• Coordinate resolution of customer complaints, reshipments, refunds, etc.
• Collaborate with cross-functional teams as needed

Customer Service Representative

Ecommerce

• Optimize landing pages to align with Meta Ads and other paid channels, improve user engagement, and boost conversion rates (CR).
• Conduct A/B testing to identify and remove obstacles that hinder new customer acquisition and collaborate on strategies with the Head of Performance.
• Manage and grow the SMS and email subscriber base, focusing on improving engagement, reactivating dormant users, and increasing conversions.
• Lead continuous A/B testing to enhance store conversion rates by reducing friction across the purchase funnel.
• Improve key site components such as popups, menus, product pages, and checkout to boost Add to Cart (ATC), Initiate Checkout (IC), and conversions.
• Customize site messaging and design based on customer segments (gender, geography) to drive scaling and performance improvements.
• Manage upsell funnels and post-purchase offers to increase multi-item sales and product bundling.
• Identify cross-selling opportunities throughout the customer journey, applying promotions to maximize margins and profitability.
• Oversee the entire marketing tech stack, ensuring tools like A/B testing platforms, email/SMS providers, and upsell solutions are optimized, up to date, and aligned with business needs.
• Maintain vendor relationships and negotiate pricing to ensure efficient tech stack management.

eCommerce Manager

Performance Marketing

• Alpha Lion stands at the forefront of sports nutrition, embracing the "Superhuman" ethos and championing personal excellence.
• Responsible for owning end-to-end paid media strategy and managing 7-figure monthly ad spend.
• Scale new customer acquisition, unlock new funnels, and drive world-class creative performance.
• Forecast budget allocation per channel and funnel and manage/adjust budgets daily.
• Collaborate with Inventory Planning and monitor margins, CAC, and LTV.
• Take full ownership of performance across Meta Ads, Google Ads, and emerging paid channels.
• Execute daily campaign management and optimization; lead structured testing across platforms.
• Own weekly performance analysis for creative testing; provide weekly & monthly creative insights.
• Collaborate with CRO to design A/B tests and improve core metrics (Margin, CAC, Subscription Rate, PpV, AOV).
• Design and document cross-functional workflows and maintain SOPs for creative and media buying processes.

Customer Service Representative

eCommerce Manager

eCommerce Manager

Director of Paid Media