CX Team Lead – DTC Brands
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Job Description
CX Team Lead responsible for managing remote customer experience operations with DTC brands. Leading a dedicated team to drive performance and compliance in a supportive, innovative culture.
Responsibilities:
- Perform meticulous monitoring of performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs.
- 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 compliance with WFH data privacy and security standards (ISO, PCI).
- Expertly utilize remote tools (Scorebuddy, CRM, etc.) to analyze quality, productivity trends, and agent performance.
- Provide clear, detailed, asynchronous updates on campaign health, quality trends, and performance metrics to stakeholders.
- Serve as a positive, high-energy leader who drives team adaptability to new D2C products and service processes.
- Manage personal and team adherence to schedules and break compliance within the flexible WFH environment.
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.
- Coaching Expertise: Documented ability to inspire significant and measurable improvement in team performance through structured, high-impact coaching methodologies.
Benefits:
- 100% Remote Work – Work from anywhere in Philippines
- Career Growth – Opportunities to scale into higher leadership roles
- Competitive Pay – $7/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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