Director of Customer Service
Moonshot Brands
Toronto, Ontario, Canada
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About Moonshot Brands

We are Moonshot Brands, a Y-combinator-backed company (W21) with $160M in debt and equity funding from leading Silicon Valley VC firms, including Victory Park Capital, Liquid 2 Ventures (Joe Montana), and Garage Capital.

Among our founding team of MIT Sloan and Wharton graduates, we have operated and sold five businesses and have come together as Moonshot Brands to acquire, operate, and grow profitable e-commerce brands.

From our experience, we want to build the acquisition process that we wish we could have had and to provide the post-acquisition resources to grow your business to the fullest potential.

As entrepreneurs ourselves, we believe in empowering our founders, giving them a stake in Moonshot's continued success, and collaborating with an all-star team to change the e-commerce landscape.

We connect our portfolio to growth capital, data, and expertise in operations, marketing, supply chain management, and product development to provide owner-operators with infrastructure to grow and compete at scale.

At the same time, we believe in our entrepreneurs and want to keep them engaged in the shared success of Moonshot Brands by offering meaningful equity tied to Moonshot's mission.

Moonshot is building a technology-centric ecosystem to provide our portfolio with cutting-edge tools and data-driven insights to succeed in global marketplaces.

From inventory forecasting to performance marketing and automations, we are building the technology that allows brands to achieve peak performance and win in their markets.

If you'd like to be part of this Moonshot which will be a fun fast-paced rocketship that will drive the future of e-commerce brands and you think you add significant value to our mission we'd love to hear from you.

About The Role

Moonshot Brands is seeking a high-performing Director of Customer Service to join our growing Operations team. This role will help ensure customer success for our portfolio of growing consumer brands.

In this role you will not only actively work to solve customer issues, but also shape the strategy and operations of our Customer Service function.

The candidate will have exposure across all of Moonshot's portfolio companies and create both broad company-wide as well as brand specific solutions based on analytical rigor.

This role requires a high level of autonomy.

Responsibilities include :

  • Developing a customer service roadmap and list of strategic initiatives to ensure we're consistently delivering best-in-class customer experience standards as our businesses grow and scale
  • Leading and growing our Customer Service team
  • Partnering with the Technology and Operations teams to develop and analyze metrics that measure the growth and performance of the team, focusing on improvements and optimizations
  • Collecting and synthesizing relevant data, and suggesting improvements in the tools, techniques, and processes to effectively scale the team
  • Foster effective dialogue with cross-functional teams to facilitate processes. Anticipate needs and challenges and provide seamless solutions
  • Ensure all activities are in compliance with applicable rules, regulations, policies and procedures
  • Additional responsibilities as requested
  • Qualifications :

  • Experience building out and scaling Customer Support operations, particularly in a dynamic, fast-paced startup or tech environment.
  • Experience should include designing and overseeing training, QA, and metric management programs at scale.

  • Passion for helping our brands and their customers
  • 5+ years of proven operations, customer experience, or team leadership experience, similar role or career progression
  • Experience introducing new support channels
  • Experience leading a Support team
  • Bachelor's Degree in Business, or related field preferred
  • Detail-oriented with strong analytical abilities
  • Excellent mathematical, writing, verbal and computer skills
  • Ability to adapt to new tasks with little notice
  • Effective leadership and coaching skills
  • Strong desire to win
  • Sound judgement
  • Deep, sophisticated understanding of accounting and finance
  • Commitment to satisfying internal and external customers
  • Moonshot Brands welcomes all and is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or other applicable legally protected characteristics.

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