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VP of Customer Experience – High-Growth Supplement Brand

VP of Customer Experience – High-Growth Supplement Brand

MNY VenturesNew York, NY, US
Hace más de 30 días
Tipo de contrato
  • A tiempo completo
  • Quick Apply
Descripción del trabajo

About MNY Ventures :

  • At MNY Ventures, we are committed to driving positive change in the health of everyday consumers by delivering conscious, high-quality, and innovative supplement products.
  • Since launching in 2024, our supplement brand has become one of the fastest-growing in the world, operating across Amazon, Shopify, and TikTok Shop.
  • We’ve grown from 0 to 60+ team members in less than 18 months and serve thousands of customers every day.
  • We’re now building a world-class customer service team to match that growth.

Your Mission :

  • Take full ownership of our customer service function, leading a 40+ person global team to deliver world-class support at scale.
  • You’ll be responsible for turning around underperformance, raising standards, building systems, and coaching leaders.
  • This is a high-autonomy, high-impact role reporting directly to the founders.

    • Responsibilities :

  • Lead and manage a global CS team of ~40 agents and 5 Team Leads   Rebuild and enforce SOPs, QA systems, and performance management frameworks   Audit ticket quality, speed, and resolution daily, identifying and fixing systemic issues   Hire, promote, and fire agents and team leads to build a high-output culture   Own CS KPIs and proactively drive improvement through training, systems, and feedback loops   Ensure consistent quality across all time zones, shifts, and platforms (Shopify, Amazon, TikTok Shop)   Collaborate with tech, product, and ops to reduce support load through better processes   Report directly to the founders with clear updates, risks, and priorities   Our Tech Stack : Richpanel (CRM)   Shopify   Recharge and Checkout Champ (subscriptions)   Stripe (payments)   Slack, WhatsApp (team communication)   KPIs You Will Own : Trustpilot Score : 4.5+   CSAT Score : 4.0+   First Response Time : Under 8 hours   Oldest Ticket Age : Under 1 day   Agent Productivity : 80+ tickets / day   Refund and Chargeback Rate : Within targets   What We Are Looking For : 5+ years managing large CS teams (30+ agents) in high-growth DTC or subscription businesses   Experience working with both internal teams and BPOs; has rebuilt teams from scratch   Strong coaching instincts and the ability to directly mentor team leads and agents   Data-driven operator who can spot performance gaps and drive immediate improvements   Hands-on leader who’s comfortable jumping into ticket reviews when needed   Clear, direct communicator who thrives under pressure and holds others accountable   Culture fit : ownership mindset, proactive, performance-driven, detail-obsessed   Why Join MNY Ventures : Direct access to founders with full ownership over your department   No bureaucracy.

    • Just speed, execution, and results   Career-defining opportunity to build a CS org at a company scaling fast   Work with a global team solving real problems every day   Performance-based advancement and recognition   This Role is Not for You If :

  • You rely on step-by-step direction and avoid strategic decisions   You’re uncomfortable enforcing accountability or addressing underperformance   You avoid direct communication or sugarcoat problems   You prefer stability over speed and iteration   You want a cushy ops job with predictable routines How to Apply : If you’re an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you.
  • This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team.
  • To stand out, answer all of the following questions in the application to the best of your ability and highlight how your past experience is applicable to this role.
  • This is a remote job opportunity.
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