Remote CS Manager — Lead Global DTC Support Excellence

Embedded Shishya; United States; Remote; USD 33,000 - 56,000; Full time

Job summary

MNY Ventures is seeking a Customer Service Manager to build scalable SOPs, QA systems, and performance frameworks for a rapidly growing support team. You will manage the DTC group (38 agents) and oversee Amazon/TikTok Shop teams, implementing high-leverage systems to improve key metrics.

You will recruit, develop leadership, and own KPI dashboards while delivering reports to founders. Remote role with EST hours, focusing on reducing churn and increasing customer lifetime value through strong

Qualifications

• 3–5+ years managing CS teams of 30–100 agents.
• Direct experience with Richpanel, Shopify, Recharge or Checkout Champ, and Stripe.
• Systems thinker who builds processes and enforces standards with precision.
• Extreme ownership of KPIs and team results, without micromanagement.
• Direct, proactive communication style with no politics or sugar‑coating.

Responsibilities

• Own and lead the CS function across ~40 global agents and 5 team leads with focus on DTC (Shopify, Recharge, Checkout Champ).
• Recruit and develop high-performing agents, promoting top talent into leadership roles.
• Implement SOPs, QA processes, and KPI dashboards.
• Drive performance to hit and exceed KPIs: Trustpilot 4.5+, CSAT 4.0+, First response <8h, Oldest ticket <1 day.
• Deliver daily reports and weekly KPI updates to founders with strategic recommendations.
• Oversee subscription support to reduce cancellations and improve LTV.

Skills

CS team management

KPI tracking

Leadership

Tools

Richpanel

Shopify

Recharge

Checkout Champ

Stripe

Job description

MNY Ventures is seeking a Customer Service Manager to build scalable SOPs, QA systems, and performance frameworks for a rapidly growing support team. You will manage the DTC group (38 agents) and oversee Amazon/TikTok Shop teams, implementing high-leverage systems to improve key metrics.

You will recruit, develop leadership, and own KPI dashboards while delivering reports to founders. Remote role with EST hours, focusing on reducing churn and increasing customer lifetime value through strong