CX Team Lead – DTC Brands Experience

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Act as the catalyst for the performance, compliance, and energy levels of your remote team.

• Ensure an exceptional customer experience through careful performance management and impactful coaching.

• Diligently track performance dashboards, queue health, and individual agent output to guarantee strict compliance with KPIs (e.g., SLA, CSAT, Quality Score) and SOPs.

• Establish a dynamic and structured coaching framework through regular one-on-one sessions.

• Uphold stringent, detail-focused compliance with WFH data privacy and security standards (ISO, PCI).

• Skillfully leverage remote tools (Scorebuddy, CRM, etc.) to perform in-depth analysis of quality, productivity trends, and agent performance.

• Deliver clear and comprehensive asynchronous updates (Slack, Monday.com, email) on campaign status, quality trends, and performance metrics to stakeholders.

• Act as a positive and energetic leader who fosters team adaptability to new D2C products, service processes, or tool updates.

• Efficiently oversee personal and team adherence to schedules and break compliance within the flexible WFH setting.

• Provide assistance with basic technical troubleshooting (VPN, access).

⛳️ Requirements

• Demonstrated experience in leading or managing customer support for a Direct-to-Consumer (D2C) brand or product line.

• Over 2 years of direct experience in a leadership, coaching, or team lead capacity, ideally in a remote BPO or high-growth context.

• A naturally energetic and enthusiastic leadership style that inspires remote teams and fosters a positive work atmosphere.

• A meticulous attention to detail with a proven track record in managing complex compliance, quality assurance, and detailed performance metrics.

• High proficiency in utilizing modern productivity and collaboration tools (Slack, Monday.com, Google Workspace) alongside performance analysis dashboards.

• Outstanding written and verbal English communication skills, with an emphasis on providing constructive, data-driven feedback.

• Documented success in inspiring significant and measurable enhancements in team performance through structured, high-impact coaching techniques.

🏝️ Benefits

• 100% Remote Work – Work from anywhere in Colombia.

• Career Growth – Opportunities for advancement into higher leadership positions.

• Competitive Pay – $9/hr plus benefits as an independent contractor.

• Supportive Culture – Collaborate with a team that values transparency and innovation.

• People-First Vibes – We promote fun, flexibility, and collective success.

• Annual Performance Reviews – Your growth is acknowledged and rewarded.