VP of Customer Experience – High-Growth Supplement Brand

TL;DR

VP of Customer Experience (High-Growth Supplement Brand): Take full ownership of customer service function, leading a 40+ person global team to deliver world-class support at scale with an accent on rebuilding SOPs, QA systems, performance frameworks, and coaching leaders. Focus on auditing ticket quality and speed, driving KPI improvements through training and feedback, hiring/promoting/firing, and collaborating with tech/product/ops to reduce support load.

Location: Remote (global team across all time zones)

Company

Fastest-growing supplement brand launched in 2024, operating across Amazon, Shopify, and TikTok Shop, serving thousands of customers daily with 60+ team members.

What you will do

• Lead 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 quality, speed, and resolution daily, fixing systemic issues
• Hire, promote, and fire agents and team leads to build high-output culture
• Own CS KPIs (Trustpilot 4.5+, CSAT 4.0+, FRT <8h, etc.) and drive improvements via training, systems, feedback
• Ensure quality across time zones/shifts/platforms; collaborate to reduce support load
• Report directly to founders with updates, risks, priorities

Requirements

• 5+ years managing large CS teams (30+ agents) in high-growth DTC/subscription businesses
• Experience with internal teams and BPOs; rebuilt teams from scratch
• Strong coaching instincts to mentor team leads/agents
• Data-driven operator spotting performance gaps and driving improvements
• Hands-on leader comfortable with ticket reviews
• Clear, direct communicator thriving under pressure, holding accountability
• Ownership mindset, proactive, performance-driven, detail-obsessed

Culture & Benefits

• Direct access to founders with full ownership over department
• No bureaucracy: speed, execution, results-focused
• Career-defining opportunity to build CS org at fast-scaling company
• Work with global team solving real problems daily
• Performance-based advancement and recognition