Head of Customer Service - Subscription Ecommerce Brand jobs in United States
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MNY Ventures ยท 2 months ago

Head of Customer Service - Subscription Ecommerce Brand

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive

MNY Ventures is a rapidly growing health and wellness supplement brand committed to delivering high-quality products. They are seeking a Head of Customer Service to lead and scale their customer service operations, ensuring exceptional support and driving key performance indicators.

Retail

Responsibilities

Lead and manage our CS team of ~40 agents and 5 Team Leads
Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops
Hire, onboard, train, and if necessary, fire agents and Team Leads to maintain a high-performance culture
Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age
Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them
Improve customer retention and satisfaction through better systems, coaching, and support experiences
Provide daily reports to founders, including key wins, fires, and areas of focus
Hold Team Leads accountable to their numbers, quality standards, and process adherence
Drive continuous improvements in response speed, quality, tone, and policy application
Ensure all SOPs are up to date and followed rigorously
Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers

Qualification

Customer service managementDTC eCommerce experienceAnalytical skillsPerformance improvementTeam leadershipProcess orientationClear communicationProblem-solvingAttention to detailRemote team management

Required

Proven experience managing large customer service teams (30+ agents)
Experience with high-volume DTC eCommerce, especially in a subscription based business
Strong analytical skills with the ability to build and maintain dashboards and reports
Track record of improving KPIs and customer satisfaction
High attention to detail and process-orientation
Clear, direct communicator with high personal accountability
Ability to think critically, spot problems, and implement effective solutions fast
Comfortable working across multiple time zones and managing remote teams
Culture fit: proactive, action-biased, detail-obsessed, accountable

Benefits

Direct access to founders of a high-growth supplement brand
Full operational autonomy in your department
Performance-based recognition and advancement
No corporate red tape, just clear results and rewards
Build, shape, and own the future of our customer experience

Company

MNY Ventures

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people-size51-200 employees

Funding

Current Stage
Growth Stage
Company data provided by crunchbase