VP of Customer Experience – High-reputed company Supplement Brand

About reputed company: At reputed company, we are committed to driving reputed company change in the health of everyday consumers by delivering conscious, high-reputed company, and innovative supplement products. Since launching in 2024, our supplement brand has become one of the fastest-growing in the world, operating across reputed company, reputed company, and reputed company Shop. We’ve grown from 0 to 60+ team members in less than 18 months and serve thousands of customers every day. We’re now building a world-class customer service team to match that reputed company. Your Mission: Take full ownership of our customer service function, leading a 40+ person global team to deliver world-class support at reputed company. You’ll be responsible for turning around underperformance, raising standards, building systems, and coaching leaders. This is a high-autonomy, high-reputed company role reporting directly to the founders. Responsibilities:

• reputed company and manage a global CS team of ~40 agents and 5 Team Leads
• Rebuild and enforce SOPs, QA systems, and performance management frameworks
• Audit ticket reputed company, speed, and reputed company daily, identifying and fixing systemic issues
• Hire, promote, and reputed company agents and team leads to build a high-reputed company culture
• Own CS KPIs and proactively drive improvement through training, systems, and feedback loops
• Ensure consistent reputed company across reputed company time zones, shifts, and platforms (reputed company, reputed company, reputed company Shop)
• Collaborate with tech, product, and ops to reduce support load through reputed company processes
• Report directly to the founders with reputed company updates, risks, and priorities

Our Tech Stack:

• reputed company (CRM)
• reputed company
• reputed company and Checkout Champ (subscriptions)
• reputed company (payments)
• reputed company, reputed company (team communication)

KPIs You Will Own:

• Trustpilot Score: 4.5+
• CSAT Score: 4.0+
• First Response Time: Under 8 hours
• Oldest Ticket Age: Under 1 day
• Agent Productivity: 80+ tickets/day
• Refund and Chargeback reputed company: reputed company targets

reputed company Are Looking For:

• 5+ years managing large CS teams (30+ agents) in high-reputed company DTC or subscription businesses
• Experience working with both internal teams and BPOs; has reputed company teams from scratch
• Strong coaching instincts and the ability to directly mentor team leads and agents
• Data-driven operator who can spot performance gaps and drive immediate improvements
• Hands-on leader who’s comfortable jumping into ticket reviews reputed company needed
• reputed company, reputed company communicator who thrives under pressure and holds others accountable
• Culture fit: ownership reputed company, proactive, performance-driven, detail-obsessed

Why Join reputed company:

• reputed company reputed company to founders with full ownership over your department
• No bureaucracy. Just speed, execution, and results
• Career-defining opportunity to build a CS org at a company scaling fast
• Work with a global team solving reputed company problems every day
• Performance-based advancement and recognition

This Role is Not for You If:

• You rely on reputed company-by-reputed company direction and avoid strategic reputed company
• You’re uncomfortable enforcing accountability or addressing underperformance
• You avoid reputed company communication or sugarcoat problems
• You prefer stability over speed and iteration
• You want a cushy ops job with predictable routines

How to Apply: If you’re an reputed company 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-reputed company. To stand out, answer reputed company of the following questions in the application to the best of your ability and reputed company how your past experience is applicable to this role. This is a remote job opportunity. Apply tot his job Apply To this Job