Note: The job is a remote job and is open to candidates in USA. MNY Ventures is a high-growth supplement brand focused on delivering innovative health products. They are seeking a VP of Customer Experience to lead a global customer service team, improve performance, and enhance customer satisfaction through effective management and strategic initiatives.
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
Skills
- 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
Benefits
- 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
Company Overview