VP of Customer Experience Supplement Brand

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 Tik Tok 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.

Take full ownership of our customer service function, leading a 40+ person global team to deliver world-class support ’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.

• 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, Tik Tok 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

• Shopify
• Recharge and Checkout Champ (subscriptions)
• Stripe (payments)
• Slack, Whats App (team communication)

• 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

• 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

• 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

• 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