CX Team Lead – DTC Brands Experience Required
Location
Mexico
Posted
4 days ago
Salary
$9 / hour
Seniority
Senior
Job Description
CX Team Lead – DTC Brands Experience Required
Aventus
• You will be the driving force behind the performance, compliance, and energy of your remote team. • Focus on delivering a superior customer experience through meticulous performance management and high-impact coaching. • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs, leaving no detail overlooked. • Implement a high-energy, structured coaching framework through regular 1:1 sessions, fostering a culture of continuous improvement, motivation, and accountability across the team. • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI), actively verifying secure workspace setups and login protocols for a sensitive D2C operation. • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance, turning data into actionable coaching plans. • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health, quality trends, and performance metrics to stakeholders, ensuring absolute clarity and transparency. • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates, ensuring seamless transitions and minimal disruption. • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment, while assisting with basic technical troubleshooting (VPN, access) to keep the team operational.
Job Requirements
- D2C Experience (Required): Proven experience leading or managing customer support for a Direct-to-Consumer (D2C) brand or product line.
- CX Leadership: 2+ years of hands-on experience in a leadership, coaching, or team lead role, preferably in a remote BPO or high-growth environment.
- Energy & Drive: A naturally energetic and enthusiastic approach to leadership that motivates remote teams and creates a positive work environment.
- Detail Orientation: A meticulous, keen eye for detail with a proven ability to manage complex compliance, quality assurance, and granular performance metrics.
- Digital Fluency: Expert comfort using modern productivity and collaboration tools (Slack, Monday.com, Google Workspace) and performance analysis dashboards.
- Communication: Exceptional written and verbal English communication skills, with a focus on delivering constructive, data-backed feedback.
Benefits
- 100% Remote Work – Work from anywhere in Mexico
- Career Growth – Opportunities to scale into higher leadership roles
- Competitive Pay – $9/hr + benefits as an independent contractor
- Supportive Culture – Work alongside a team that values transparency and innovation
- People-First Vibes – We believe in fun, flexibility, and thriving together
- Annual Performance Reviews – Your growth is recognized and rewarded
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