CX Team Lead – DTC Brands Experience Required

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

📋 Description

• You will be the key player in enhancing the performance, compliance, and energy levels of your remote team.

• Aim to provide an exceptional customer experience through diligent performance management and impactful coaching.

• Carefully oversee performance dashboards, queue health, and individual agent productivity to guarantee strict compliance with KPIs (e.g., SLA, CSAT, Quality Score) and SOPs, ensuring no detail is missed.

• Establish a dynamic and structured coaching framework through regular one-on-one sessions, promoting a culture of continuous improvement, motivation, and accountability within the team.

• Uphold rigorous and detail-oriented compliance with WFH data privacy and security standards (ISO, PCI), actively confirming secure workspace setups and login protocols for sensitive D2C operations.

• Skillfully leverage remote tools (Scorebuddy, CRM, etc.) to conduct in-depth analysis of quality, productivity trends, and agent performance, transforming data into actionable coaching strategies.

• Deliver clear and comprehensive asynchronous updates (via Slack, Monday.com, email) on campaign health, quality trends, and performance metrics to stakeholders, ensuring complete transparency.

• Act as a positive, energetic leader who encourages team adaptability to new D2C products, service processes, or tool updates, ensuring smooth transitions and minimal disruption.

• Efficiently manage both personal and team adherence to schedules and break compliance within a flexible WFH setup, while providing basic technical troubleshooting assistance (VPN, access) to maintain team operations.

⛳️ Requirements

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

• CX Leadership: Over 2 years of practical experience in a leadership, coaching, or team lead position, preferably within a remote BPO or high-growth environment.

• Energy & Drive: A naturally vibrant and enthusiastic leadership style that inspires remote teams and fosters a positive work atmosphere.

• Detail Orientation: A meticulous and sharp eye for detail, with a proven track record in managing complex compliance, quality assurance, and intricate performance metrics.

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

• Communication: Outstanding written and verbal English communication skills, focused on providing constructive, data-driven feedback.

🏝️ Benefits

• 100% Remote Work – Work from anywhere in Mexico

• Career Growth – Opportunities to advance into higher leadership roles

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

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

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

• Annual Performance Reviews – Your development is acknowledged and rewarded