CX Team Lead – DTC Brands Experience

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

📋 Description

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

• Provide an exceptional customer experience through precise performance management and impactful coaching.

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

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

• Uphold rigorous, detail-oriented compliance with work-from-home data privacy and security standards (ISO, PCI).

• Skillfully employ remote tools (Scorebuddy, CRM, etc.) to perform in-depth analyses on quality, productivity trends, and agent performance.

• Deliver clear, comprehensive, and asynchronous updates regarding campaign health, quality trends, and performance metrics to stakeholders.

• Act as a positive, high-energy 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 a flexible work-from-home environment.

• Provide assistance with basic technical troubleshooting (VPN, access) to ensure team operational continuity.

⛳️ Requirements

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

• Over 2 years of practical experience in a leadership, coaching, or team lead role, ideally in a remote BPO or high-growth setting.

• An inherently energetic and enthusiastic leadership style that inspires remote teams and cultivates a positive work atmosphere.

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

• Exceptional proficiency with modern productivity and collaboration tools (Slack, Monday.com, Google Workspace) and performance analysis dashboards.

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

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

🏝️ Benefits

• 100% Remote Work – Enjoy the flexibility to work from anywhere in the Philippines.

• Opportunities for advancement into higher leadership roles.

• Competitive Compensation – $7/hr plus benefits as an independent contractor.

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

• People-First Atmosphere – We prioritize fun, flexibility, and collective success.

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