VP of Customer Experience – High-Growth Supplement Brand
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 prioritiesOur 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 targetsWhat 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-obsessedWhy 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 recognitionThis 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 routinesIf 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. Apply tot his job