Customer Service Manager – High-Growth Subscription E-commerce Brand

Location: Remote (EST hours 9AM5PM) Compensation: $3000 to $5000 per month (flexible for exceptional candidates) Team Size: ~40 agents 5 team leads global (USA Australia Philippines LATAM)

About MNY Ventures

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 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 Overview

We 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 Youll Do

• Own 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 Shop

• Recruit and build hiring high-performing agents promoting top talent into leadership roles and developing your team into a high-output accountable organization

• Implement systems and audits building and maintaining SOPs QA processes and KPI dashboards using Richpanel Shopify Recharge Checkout Champ and Stripe

• Drive team performance to hit and exceed:

  • Trustpilot score: 4.5+

  • CSAT score: 4.0+

  • First response time: under 8 hours

  • Oldest ticket: under 1 day

  • Agent output: 80+ tickets per day per agent

  • Minimized refunds chargebacks and churn

• Proactively solve problems constantly monitoring team performance catching and addressing issues before they escalate and surfacing risks or opportunities directly to founders

• Deliver clear daily reports and weekly KPI updates to founders with strategic recommendations

• Oversee subscription support focusing on saving cancellations reducing refund and chargeback rates and increasing LTV

Tools Youll Use

Richpanel (CS CRM) Shopify (backend) Recharge and Checkout Champ (subscriptions) Stripe (payments)

What Were Looking For

• Proven 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 businesses

• Direct experience using Richpanel Shopify Recharge or Checkout Champ and Stripe

• A systems thinker who builds processes and enforces standards with precision

• Extreme ownership of your KPIs and your teams results without excuses or need for micromanagement

• Direct proactive communication style with no politics or sugar-coating

• High-performance culture fit with a bias to action and obsession with results

• Leadership mindset that fixes problems before founders even see them

Why Join MNY Ventures

• 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