Customer Experience Lead

📍 Location: LATAM

📝 Contract: Full-time, Permanent

💻 Work Modality: 100% Remote – Central Standard Time (CST)

❗ Only CVs in English will be accepted

💰 Salary: $1,800 – $2,500 USD/month

Role and Company Overview:

We're hiring a CX Lead for a fast-growing US-based e-commerce company managing a portfolio of DTC brands . This is a hands-on leadership role where you'll own day-to-day customer experience operations — queue health, agent performance, client communication, and quality standards — all in a fast-paced, multi-brand environment powered by AI-assisted support tools.

Responsibilities:

• Own queue health, SLA adherence, and timely resolution across assigned clients
• Coordinate daily work, priorities, and coverage across the agent team
• Run start-of-day briefings and close each day out cleanly
• Field client requests in real time and escalate larger asks appropriately
• Review tickets, macros, and AI-assisted responses against each brand's playbook
• Produce weekly and monthly performance and voice-of-customer reporting
• Coach and develop agents with regular, specific feedback
• Support onboarding and training as the team scales
• Keep SOPs and documentation current
• Flag process gaps and drive improvements in tooling and efficiency

Requirements:

• Proven experience leading CX or support teams in a multi-brand or multi-client environment
• Strong grasp of SLA management, queue operations, and performance metrics
• Ability to coach and develop agents consistently
• Comfortable with ambiguity and building structure
• Clear, warm written communication and sharp attention to detail
• Experience with Gorgias or a similar helpdesk platform
• Comfortable working with AI-assisted support tools

Nice-to-Haves:

• Experience with Shopify
• Exposure to StayAI or Redo
• DTC, e-commerce, or CPG background

Software and Tools Used:

Gorgias · Shopify · StayAI · Redo