MNY Ventures

Location: Remote (EST hours, 9AM–5PM) Compensation: $3,000 to $5,000 per month (flexible for exceptional candidates) Team Size: ~40 agents, 5 team leads, global (USA, Australia, Philippines, LATAM)About MNY VenturesAt 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 OverviewWe 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 You’ll DoOwn 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 You’ll UseRichpanel (CS CRM), Shopify (backend), Recharge and Checkout Champ (subscriptions), Stripe (payments)What We’re Looking ForProven 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 team’s 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 VenturesDirect 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