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MNY Ventures · 2 months ago

Customer Service Manager – High-Growth Subscription E-commerce Brand

United States

Full-time

Remote

Mid, Senior Level

$3,000/mo - $5,000/mo

3+ years exp

MNY Ventures is a rapidly growing supplement brand focused on delivering high-quality health products. They are seeking a Customer Service Manager to lead and develop a global support team, implementing scalable systems and performance metrics to enhance customer experience and retention.

Retail

Responsibilities

Own and lead the CS function, managing ~40 global agents and 5 team leads with direct focus on DTC (Shopify, Recharge, Checkout Champ) while maintaining high standards across Amazon and TikTok Shop

Recruit and build, hiring high-performing agents, promoting top talent into leadership roles, and developing your team into a high-output, accountable organization

Implement systems and audits, building and maintaining SOPs, QA processes, and KPI dashboards using Richpanel, Shopify, Recharge, Checkout Champ, and Stripe

Drive team performance to hit and exceed: Trustpilot score: 4.5+, CSAT score: 4.0+, First response time: under 8 hours, Oldest ticket: under 1 day, Agent output: 80+ tickets per day per agent, Minimized refunds, chargebacks, and churn

Proactively solve problems, constantly monitoring team performance, catching and addressing issues before they escalate, and surfacing risks or opportunities directly to founders

Deliver clear daily reports and weekly KPI updates to founders with strategic recommendations

Oversee subscription support, focusing on saving cancellations, reducing refund and chargeback rates, and increasing LTV

Qualification

Customer Service ManagementDTC E-commerce ExperienceSOP DevelopmentPerformance ManagementRichpanelShopifyStripeProactive CommunicationLeadership MindsetHigh-Performance Culture Fit

Required

Proven track record with 3 to 5+ years experience managing CS teams of 30 to 100 agents and 3 to 10 team leads, ideally in high-volume DTC e-commerce or subscription businesses

Direct experience using Richpanel, Shopify, Recharge or Checkout Champ, and Stripe

A systems thinker who builds processes and enforces standards with precision

Extreme ownership of your KPIs and your team's results without excuses or need for micromanagement

Direct, proactive communication style with no politics or sugar-coating

High-performance culture fit with a bias to action and obsession with results

Leadership mindset that fixes problems before founders even see them