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

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:

• Approx. $2,500/month ($15/hour)
• 100% remote
• Lead high impact projects
• Grow in a culture that values ownership and high standards