CX Team Lead (E-commerce)

🌎 Remote | LatAm - WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM. ❗️ONLY ENGLISH RESUMES WILL BE CONSIDERED 🗣️PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY (C1-C2 LEVEL) 💼 START DATE: ASAP. 📌 This role is ideal for an experienced CX lead with a background in e-commerce or customer success within an agency/startup/multi-client environment. About Motum Motum focuses on creating high-performing international teams for US-based companies. Our mission is to empower ambitious and qualified individuals and connect them with U.S. companies for fully-remote roles that match their skills and aspirations. Our roles are fully remote and full-time, designed for people who want real ownership, meaningful work, and the opportunity to grow inside US-based dynamic teams. When you join Motum , you work full-time with one company, integrate directly into their team, and build a career with long-term impact. Ready to join us? About the Company Our client is a founder-led CX and retention agency for modern consumer brands — sitting at the intersection of customer experience, retention, and brand. This is a small, high-accountability team with operator DNA, with previous experience at recognizable consumer brands across CPG and DTC. They partner with both established names and early-stage teams building from zero to one — working fractionally, embedding where it matters, and building the systems that make CX and retention a real growth lever. The team is made up of 15 CX specialists, 4 managers, and a founding leader driving the vision. About the Role Our client is looking for a CX Team Lead to own the day-to-day health of customer experience operations across a portfolio of consumer brand clients. This is not a traditional support role. The CX Team Lead is the operational backbone of CX delivery — responsible for queue performance, agent coaching, cross-team coordination, and continuous improvement across all assigned clients. This is a great opportunity for someone who thrives in fast-moving environments, has high standards for execution, and wants to make a real impact inside a lean, operator-driven team. Responsibilities CX Operations • Own queue health, SLA adherence, and issue resolution across assigned clients • Ensure coverage, prioritization, and timely escalation of risks and blockers • Coordinate work distribution across internal agents and external partners Team Leadership & Coaching • Lead and support CX agents through ongoing coaching, feedback, and performance guidance • Support onboarding and training of new CX agents • Deliver weekly agent performance reports Process & Documentation • Maintain and evolve CX documentation, workflows, and best practices • Identify process gaps and drive improvements that reduce rework and reactive escalations • Own CX admin tasks across clients and train team members to support as capacity allows Client & Stakeholder Coordination • Partner with Client Success to surface CX insights, trends, and recommendations • Attend CX Client Success syncs and ensure strong follow-through on action items • Escalate risks proactively and communicate clearly across teams Reporting & Insights • Track and report on CSAT, SLA, and QA trends • Deliver actionable insights that inform CX strategy and improvements Requirements • 4+ years in CX, retention/lifecycle, customer success, or account management (agency or fractional experience is a plus) • Experience leading or coaching teams, even informally • Strong understanding of SLAs, QA processes, and CX performance metrics • Proven ability to manage multiple stakeholders, deadlines, and workstreams simultaneously • Clear, confident communicator — written and verbal • Experience working in a startup, agency, or fractional/multi-client environment is a strong plus • Comfort presenting insights, performance, and recommendations to clients Preferred experience • eCommerce and/or subscription brand experience • Familiarity with tools like Shopify, Gorgias/Zendesk, Klaviyo, Attentive, etc. • Comfort with CX and retention KPIs (CSAT, contact rate, repeat rate, churn, LTV, etc.) • Experience building processes, templates, and operating cadences • Exposure to StayAI (subscriptions) and Redo (returns / post-purchase) Additional Information: • ⏱️ Work Hours: Monday–Friday, 8 AM – 5 PM CST (1 hour lunch, not paid) • 👉🏻 Commitment: Full-Time (40 hrs/week) • 📑 Contract Type: Independent Contractor We Offer: • 💰Competitive compensation: $2,000-$2,500/month • 💻 100% remote • 🚀 Lead high impact projects • 📈 Grow in a culture that values ownership and high standards Originally posted on Himalayas