Head of Customer Service - Subscription Ecommerce Brand at Global Financial Impact - Edwin Alvarado

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Full Time

Start Date

Immediate

Expiry Date

04 Mar, 26

Salary

0.0

Posted On

04 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Management, Team Leadership, Performance Optimization, Hiring and Training, Analytical Skills, KPI Management, Process Improvement, Communication Skills, Problem Solving, Remote Team Management, Detail Orientation, Accountability, Ecommerce Experience, Subscription Business Knowledge, Tech Collaboration, Coaching

Industry

Description

Head of Customer Service – 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 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. 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. Your Mission: 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. 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 Our Tech Stack: Richpanel (CRM) Shopify Recharge and Checkout Champ (subscriptions) Stripe (payments) Slack and WhatsApp for team comms KPIs You Will Own: Trustpilot Score: 4.5+ CSAT Score: 4.0+ First Response Time: Under 8 hours Oldest Ticket: Under 1 day Agent Productivity: 80+ tickets/day per agent Refund and Chargeback Rates: Kept within acceptable thresholds What We Are Looking For: 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 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 This Role is Not for You If: You are looking for a task-based role with a fixed daily routine You need constant direction or step-by-step instructions to take action You avoid difficult conversations or shy away from holding people accountable You are uncomfortable making decisions that impact customer experience or revenue You prefer to only “manage” without being in the trenches auditing tickets and systems You get overwhelmed in fast-paced environments where speed of execution is expected How to Apply: 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. 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. 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.

Responsibilities

Lead and manage a customer service team of approximately 40 agents and 5 Team Leads, ensuring high-quality support and driving key performance indicators. Continuously audit and optimize performance while collaborating with other teams to resolve underlying customer issues.