Bella Information Systems, LLC
Head of Customer Service - Subscription Ecommerce Brand
Bella Information Systems, LLC, Poland, New York, United States
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 TikTok 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 WhatsApp 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
Why Join MNY Ventures
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 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.
Include the code word: ExecutionFirst somewhere in your application. We will only review candidates who follow these instructions, it tells us you actually pay attention to details and directions.
Describe your most recent customer service leadership role.
Team size (agents and team leads)?
E-commerce or subscription business?
Which platforms and tools did you manage (e.g., Shopify, Recharge, Richpanel)?
What were the KPIs you were directly responsible for improving in your last role?
What were your target metrics (CSAT, Trustpilot, FRT, refunds, chargebacks, LTV)?
How did you monitor and improve them?
Have you built or overhauled a customer service team or system from scratch?
If yes, briefly describe the process and key results.
What is your approach to proactively identifying performance issues within a large team?
What systems or processes do you use to catch problems before they escalates?
How do you balance quality (CSAT, Trustpilot) with speed (FRT, ticket volume) in your team’s daily operations?
What is your experience managing Trustpilot scores or public review platforms?
Have you implemented strategies to reduce negative reviews or improve ratings?
What is your ideal monthly salary in USD for this full‑time role?
#J-18808-Ljbffr
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 WhatsApp 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
Why Join MNY Ventures
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 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.
Include the code word: ExecutionFirst somewhere in your application. We will only review candidates who follow these instructions, it tells us you actually pay attention to details and directions.
Describe your most recent customer service leadership role.
Team size (agents and team leads)?
E-commerce or subscription business?
Which platforms and tools did you manage (e.g., Shopify, Recharge, Richpanel)?
What were the KPIs you were directly responsible for improving in your last role?
What were your target metrics (CSAT, Trustpilot, FRT, refunds, chargebacks, LTV)?
How did you monitor and improve them?
Have you built or overhauled a customer service team or system from scratch?
If yes, briefly describe the process and key results.
What is your approach to proactively identifying performance issues within a large team?
What systems or processes do you use to catch problems before they escalates?
How do you balance quality (CSAT, Trustpilot) with speed (FRT, ticket volume) in your team’s daily operations?
What is your experience managing Trustpilot scores or public review platforms?
Have you implemented strategies to reduce negative reviews or improve ratings?
What is your ideal monthly salary in USD for this full‑time role?
#J-18808-Ljbffr