Head of Customer Service - Subscription Ecommerce Brand

Head of Customer Service - Subscription Ecommerce Brand

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. In 2024, we launched our own health and wellness brand which is now one of the fastest-growing supplement brands in the world, operating across Amazon, DTC (Shopify), and Tik Tok Shop. We have grown from 0 to 60+ team members in less than 18 months.

We serve thousands of customers a day and are building an elite customer service team to scale support operations efficiently at high volume without sacrificing quality.

We are looking for an A-player Head of Customer Service to take full ownership of our CS department and help us scale to the next level. This is a high-responsibility, high-autonomy role reporting directly to the founders.

Your Mission:
Own the customer service function end-to-end, ensuring our customers receive world‑class support while driving key KPIs like CSAT, Trustpilot rating, response time, and retention. You will manage a large remote team, hire and develop talent, fix broken systems, and continuously improve performance.

Responsibilities:

• Lead and manage our CS team of ~40 agents and 5 Team Leads
• Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops
• Hire, onboard, train, and if necessary, fire agents and Team Leads to maintain a high-performance culture
• Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age
• Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them
• Improve customer retention and satisfaction through better systems, coaching, and support experiences
• Provide daily reports to founders, including key wins, fires, and areas of focus
• Hold Team Leads accountable to their numbers, quality standards, and process adherence
• Drive continuous improvements in response speed, quality, tone, and policy application
• Ensure all SOPs are up to date and followed rigorously
• Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers
• Shopify
• Recharge and Checkout Champ (subscriptions)
• Stripe (payments)
• Slack and Whats App for team comms

KPIs You Will Own:

• Trustpilot Score: 4.5+
• CSAT Score: 4.0+
• First Response Time:
  Under 8 hours
• Oldest Ticket:
  Under 1 day
• Refund and Chargeback Rates:
  Kept within acceptable thresholds

What We Are Looking For:

• Proven experience managing large customer service teams (30+ agents)
• Experience with high-volume DTC eCommerce, especially in a subscription based business
• Strong analytical skills with the ability to build and maintain dashboards and reports
• Track record of improving KPIs and customer satisfaction
• High attention to detail and process‑orientation
• Clear, direct communicator with high personal accountability
• Ability to think critically, spot problems, and implement effective solutions fast
• Comfortable working across multiple time zones and managing remote teams
• Culture fit: proactive, action‑biased, detail‑obsessed, accountable

• Direct access to founders of a high‑growth supplement brand
• Full operational autonomy in your department
• Performance‑based recognition and advancement
• No corporate red tape, just clear results and rewards
• Build, shape, and own the future of our customer experience

This Role is Not for You If:

• You are looking for a task‑based role with a fixed daily routine
• You need constant direction or step‑by‑step instructions to take action
• You avoid difficult conversations or shy away from holding people accountable
• You are uncomfortable making decisions that impact customer experience or revenue
• You prefer to only “manage” without being in the trenches auditing tickets and systems
• You get overwhelmed in fast‑paced environments where speed of execution is expected

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…