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Customer Service Manager – High-Growth Subscription E-commerce Brand at MNY Ventures. Location Information: . 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 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 You’ll 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 You’ll Use. Richpanel (CS CRM), Shopify (backend), Recharge and Checkout Champ (subscriptions), Stripe (payments). What We’re 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 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 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