CX Agent (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.

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

Responsibilities

Queue & Channel Management

• Manage the CX queue across email, chat, and helpdesk channels, keeping response and resolution times within target
• Support social media CX by handling DMs and comments where applicable, in each brand's voice

Customer Resolution

• Resolve customer inquiries using established SOPs and playbooks, with accuracy and care
• Troubleshoot common issues independently and escalate complex or sensitive cases to the right person at the right time

Documentation & Process

• Maintain clean customer records so nothing slips and the next agent always has context
• Flag gaps in existing procedures and contribute to improving workflows as the team grows

Collaboration

• Participate in CX team meetings, syncs, and account check-ins
• Communicate and coordinate internally with teammates and account leads to keep work moving smoothly

Requirements

• 3+ years of customer support / CX experience, ideally for a DTC, e-commerce, or CPG brand
• Excellent written English — clear, warm, on-brand, and error-free
• Comfortable working in helpdesk tools (Gorgias, Zendesk, or similar) and switching context across accounts
• Strong organizational habits and attention to detail; you document as you go
• A problem-solver's instinct — you know when to handle it yourself and when to escalate
• Reliable, self-directed, and comfortable in a remote async-friendly environment

Nice to Have

• Experience supporting multiple brands or accounts simultaneously
• Familiarity with retention concepts (subscriptions, post-purchase experience, win-back)
• Social media CX experience (handling DMs/comments for a brand)
• Experience writing or improving SOPs and CX documentation

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: $8-$13/h USD
• 💻 100% remote
• 🚀 Lead high impact projects
• 📈 Grow in a culture that values ownership and high standards