["Customer Service Manager - High-Growth Subscription E-commerce Brand","Customer Service Manager - High-Growth Subscription E-commerce Brand"]

Customer Service Manager – High-Growth Subscription E-commerce BrandLocation: Remote (EST hours, 9AM–5PM)Compensation: $3,000 to $5,000 per month (flexible for exceptional candidates)Team Size: ~40 agents, 5 team leads, global (USA, Australia, Philippines, LATAM)About MNY VenturesAt 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 believe great systems create great customer experiences. We are building a world-class, process‑driven team to deliver outstanding customer care while maximizing customer retention.Role OverviewWe are hiring a Customer Service Manager to build scalable SOPs, high-precision QA systems, and performance management frameworks across a rapidly growing support team. You will manage, recruit, and develop our DTC support team (38 agents), oversee small teams for Amazon and TikTok Shop (2 agents), and implement efficient, high-leverage systems to deliver measurable improvements in key performance metrics.What You'll DoOwn 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 ShopRecruit and build, hiring high-performing agents, promoting top talent into leadership roles, and developing your team into a high-output, accountable organizationImplement systems and audits, building and maintaining SOPs, QA processes, and KPI dashboards using Richpanel, Shopify, Recharge, Checkout Champ, and StripeDrive team performance to hit and exceed:Trustpilot score: 4.5+CSAT score: 4.0+First response time: under 8 hoursOldest ticket: under 1 dayAgent output: 80+ tickets per day per agentMinimized refunds, chargebacks, and churnProactively solve problems, constantly monitoring team performance, catching and addressing issues before they escalated, and surfacing risks or opportunities directly to foundersDeliver clear daily reports and weekly KPI updates to founders with strategic recommendationsOversee subscription support, focusing on saving cancellations, reducing refund and chargeback rates, and increasing LTVTools You'll UseRichpanel (CS CRM), Shopify (backend), Recharge and Checkout Champ (subscriptions), Stripe (payments)What We're Looking ForProven 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 businessesDirect experience using Richpanel, Shopify, Recharge or Checkout Champ, and StripeA systems thinker who builds processes and enforces standards with precisionExtreme ownership of your KPIs and your team's results without excuses or need for micromanagementDirect, proactive communication style with no politics or sugar-coatingHigh-performance culture fit with a bias to action and obsession with resultsLeadership mindset that fixes problems before founders even see themWhy Join MNY VenturesDirect access to founders of a high-growth supplement brandFull operational autonomy in your departmentPerformance-based recognition and advancementNo corporate red tape, just clear results and rewardsBuild, shape, and own the future of our customer experience#J-18808-Ljbffr