CX Team Lead – DTC Brands Experience Required
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Job Description
CX Team Lead managing remote operations for DTC brands at Aventus. Focused on performance management, coaching, and customer experience excellence.
Responsibilities:
- 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.
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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