Head of Customer Service - Subscription Ecommerce Brand

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    "heading": "Head of Customer Service - Subscription Ecommerce Brand",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<h3 style=\"line-height:1.38;margin-top:19px;margin-bottom:5px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Head of Customer Service<font color=\"#000000\"><b> &#8211; MNY Ventures</b></font></span></span></span></span></span></h3><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">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.<br><br>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.</span></span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Your Mission:</span></span></span></span></span><br><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">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.</span></span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Responsibilities:</span></span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Lead and manage our CS team of ~40 agents and 5 Team Leads</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Hire, onboard, train, and if necessary, fire agents and Team Leads to maintain a high-performance culture</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Improve customer retention and satisfaction through better systems, coaching, and support experiences</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Provide daily reports to founders, including key wins, fires, and areas of focus</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Hold Team Leads accountable to their numbers, quality standards, and process adherence</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Drive continuous improvements in response speed, quality, tone, and policy application</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure all SOPs are up to date and followed rigorously</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers</span></span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Our Tech Stack:</span></span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Richpanel (CRM)</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Shopify</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Recharge and Checkout Champ (subscriptions)</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Stripe (payments)</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Slack and WhatsApp for team comms</span></span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">KPIs You Will Own:</span></span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Trustpilot Score: 4.5+</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">CSAT Score: 4.0+</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">First Response Time: Under 8 hours</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oldest Ticket: Under 1 day</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Agent Productivity: 80+ tickets/day per agent</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Refund and Chargeback Rates: Kept within acceptable thresholds</span></span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What We Are Looking For:</span></span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proven experience managing large customer service teams (30+ agents)</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with high-volume DTC eCommerce, especially in a subscription based business</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong analytical skills with the ability to build and maintain dashboards and reports</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Track record of improving KPIs and customer satisfaction</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">High attention to detail and process-orientation</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Clear, direct communicator with high personal accountability</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to think critically, spot problems, and implement effective solutions fast</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comfortable working across multiple time zones and managing remote teams</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Culture fit: proactive, action-biased, detail-obsessed, accountable</span></span></span></span></span></span></span></li></ul><h3 style=\"line-height:1.38;margin-top:19px;margin-bottom:5px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Why Join MNY Ventures</span></span></span></span></span></span></span></h3><ul><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Direct access to founders of a high-growth supplement brand</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Full operational autonomy in your department</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Performance-based recognition and advancement</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">No corporate red tape, just clear results and rewards</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Build, shape, and own the future of our customer experience</span></span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">This Role is Not for You If:</span></span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You are looking for a task-based role with a fixed daily routine</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You need constant direction or step-by-step instructions to take action</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You avoid difficult conversations or shy away from holding people accountable</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You are uncomfortable making decisions that impact customer experience or revenue</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You prefer to only &#8220;manage&#8221; without being in the trenches auditing tickets and systems</span></span></span></span></span></span></span><br>&#160;</li><li style=\"list-style-type:disc;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">You get overwhelmed in fast-paced environments where speed of execution is expected</span></span></span></span></span></span></span><br>&#160;</li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">How to Apply:</span></span></span></span></span><br><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">If you&#8217;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.</span></span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:16px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">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.</span></span></span></span></span></span></span><br><br><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:16px;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Include the code word: </span></span></span><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">ExecutionFirst</span></span></span><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> somewhere in your application. We will only review candidates who follow these instructions, it tells us you actually pay attention to details and directions.</span></span></span></span></span></span></span></p>",
    "description_text": "Head of Customer Service – MNY Ventures\n 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.\nWe 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.\n Your Mission:\n 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.\n Responsibilities:\n Lead and manage our CS team of ~40 agents and 5 Team Leads\n Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops\n Hire, onboard, train, and if necessary, fire agents and Team Leads to maintain a high-performance culture\n Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age\n Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them\n Improve customer retention and satisfaction through better systems, coaching, and support experiences\n Provide daily reports to founders, including key wins, fires, and areas of focus\n Hold Team Leads accountable to their numbers, quality standards, and process adherence\n Drive continuous improvements in response speed, quality, tone, and policy application\n Ensure all SOPs are up to date and followed rigorously\n Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers\n Our Tech Stack:\n Richpanel (CRM)\n Shopify\n Recharge and Checkout Champ (subscriptions)\n Stripe (payments)\n Slack and WhatsApp for team comms\n KPIs You Will Own:\n Trustpilot Score: 4.5+\n CSAT Score: 4.0+\n First Response Time: Under 8 hours\n Oldest Ticket: Under 1 day\n Agent Productivity: 80+ tickets/day per agent\n Refund and Chargeback Rates: Kept within acceptable thresholds\n What We Are Looking For:\n Proven experience managing large customer service teams (30+ agents)\n Experience with high-volume DTC eCommerce, especially in a subscription based business\n Strong analytical skills with the ability to build and maintain dashboards and reports\n Track record of improving KPIs and customer satisfaction\n High attention to detail and process-orientation\n Clear, direct communicator with high personal accountability\n Ability to think critically, spot problems, and implement effective solutions fast\n Comfortable working across multiple time zones and managing remote teams\n Culture fit: proactive, action-biased, detail-obsessed, accountable\n Why Join MNY Ventures\n Direct access to founders of a high-growth supplement brand\n Full operational autonomy in your department\n Performance-based recognition and advancement\n No corporate red tape, just clear results and rewards\n Build, shape, and own the future of our customer experience\n This Role is Not for You If:\n You are looking for a task-based role with a fixed daily routine\n You need constant direction or step-by-step instructions to take action\n You avoid difficult conversations or shy away from holding people accountable\n You are uncomfortable making decisions that impact customer experience or revenue\n You prefer to only “manage” without being in the trenches auditing tickets and systems\n You get overwhelmed in fast-paced environments where speed of execution is expected\n How to Apply:\n 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.\n 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.\n 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.",
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    "id": "40sQU5bDIq",
    "title": "Head of Customer Service - Subscription Ecommerce Brand",
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