MNY Ventures · 4 months ago
VP of Customer Experience – High-Growth Supplement Brand
New York, NY
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expMNY Ventures is a rapidly growing supplement brand focused on improving consumer health through high-quality products. They are seeking a VP of Customer Experience to lead a global customer service team, enhance service standards, and drive performance improvements.
Retail
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
Qualification
Required
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
Company
MNY Ventures
51-200 employeesFunding
Current Stage
Growth StageCompany data provided by crunchbase