MNY Ventures
VP of Customer Experience - High-Growth Supplement Brand
MNY Ventures, New York, New York, us, 10261
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.
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.