Ecommerce Retention Support and Finance Specialist - Work from home

Customer Experience & Retention  

• Manage and optimise all post-purchase email flows (welcome, education, upsell, win-back) using Klaviyo.  
• Plan and execute monthly Klaviyo campaigns aligned with product launches, education, and community engagement.  
• Create and manage customer segmentation strategies based on LTV, purchase behavior, and engagement metrics.  
• Own the customer support inbox, providing prompt, empathetic, and solutions-oriented service.  
• Identify and address friction points in the customer journey by analysing support trends.  
• Build and maintain SOPs, macros, and workflows to streamline and elevate the customer experience.  
• Share CX insights with marketing and product teams to drive continuous improvement.

Financial Analysis & Operations  

• Build and maintain dynamic forecasting models for revenue, inventory, and cash flow.  
• Analyse and report on monthly P&L, COGS, and operational expenses to guide financial strategy.  
• Monitor marketing performance metrics including ROAS, CAC, CPA, and LTV, and make optimisation recommendations.  
• Develop inventory tracking systems tied to sales velocity and supplier lead times.  
• Track and analyse vendor pricing and logistics costs, identifying margin improvement opportunities.  
• Maintain accurate bookkeeping in Xero or QuickBooks and coordinate reconciliations with accountants.  
• Provide monthly reporting on financial health with actionable insights for leadership.  
• Other role specific duties as they arise .  

Note: The official job title for this role is Accounts and Support Officer.

• Bachelor’s degree in Finance, Accounting, Business, Marketing, or a related field.
• Minimum 3 years experience in eCommerce customer experience, retention marketing, and/or financial analysis.
• Expert-level proficiency with Klaviyo, including flows, campaigns, segmentation, A/B testing, and reporting.
• Advanced Excel/Google Sheets skills — must be confident with formulas, pivot tables, and dashboards.
• Solid understanding of key eCommerce metrics: LTV, churn, CAC, ROAS, CPA, AOV, and P&L statements.
• Hands-on experience with Shopify and accounting platforms such as Xero or QuickBooks.
• Exceptional written communication skills — articulate, empathetic, and brand-aligned.
• Highly analytical and detail-oriented with a passion for continuous improvement.
• Proven ability to manage and improve customer support systems and documentation.
• Experience working in a health, wellness, or subscription-based brand is advantageous.
• Familiarity with BI tools such as Looker Studio, Power BI, or Airtable is a bonus.
• Knowledge of supply chain operations and inventory planning in eCommerce.

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Monday to Friday 7:00 AM – 4:00 PM PHT (adjustment will be made for DST)
• Opportunities to work with leading companies in Australia and beyond
• Comprehensive HMO and government-mandated benefits
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

We’re not your typical BPO — we’re a Managed Service Provider (MSP) centered on people and their success. Most of our roles are work from home, on day shift, and offer the chance to work directly with leading clients in Australia, New Zealand, and now the UK as part of their team.

We offer a people-first culture where you're valued, not just counted.

To learn more about us visit our socials:

Website: https://twoconnect.com.au/

Careers: https://apply.workable.com/twoconnect-careers/

LinkedIn: https://linkedin.com/company/twoconnectau

Facebook: https://www.facebook.com/2woconnect/

Instagram: https://www.instagram.com/twoconnect_/