CX Team Lead (E-commerce)

🌎 Remote | LatAm - WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM. ❗️ONLY ENGLISH RESUMES WILL BE CONSIDERED 🗣️PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY (C1-C2 LEVEL) 💼 START DATE: ASAP. About Motum Motum focuses on creating high-performing international teams for US-based companies. Our mission is to empower ambitious and qualified individuals and connect them with U.S. companies for fully-remote roles that match their skills and aspirations. Our roles are fully remote and full-time, designed for people who want real ownership, meaningful work, and the opportunity to grow inside US-based dynamic teams. When you join Motum, you work full-time with one company, integrate directly into their team, and build a career with long-term impact. Ready to join us? About the Company Our client is a founder-led CX and retention agency for modern consumer brands — sitting at the intersection of customer experience, retention, and brand. This is a small, high-accountability team with operator DNA, with previous experience at recognizable consumer brands across CPG and DTC. They partner with both established names and early-stage teams building from zero to one — working fractionally, embedding where it matters, and building the systems that make CX and retention a real growth lever. The team is made up of 15 CX specialists, 4 managers, and a founding leader driving the vision. About the Role We are looking for a CX Team Lead to oversee day-to-day customer experience operations in client queues, ensure service quality, operational consistency, and effective coordination across internal teams and external partners. This role serves as the primary point of accountability for CX execution while supporting agents through coaching, prioritization, and continuous improvement. Responsibilities Own the health and performance of CX operations across assigned clients Ensure queue coverage, SLA adherence, and timely issue resolution Lead and support CX agents through coaching, feedback, and performance guidance Coordinate work distribution and priorities across internal agents and external partners Escalate risks, blockers, and trends, and partner with Client Success to drive resolution Oversee CX documentation, workflows, and evolving best practices Contribute to reporting, insights, and recommendations that inform CX strategy and improvements Support onboarding, training, and ongoing development of CX agents Own CX admin work across clients, and train team members to help execute as workload permits Deliver weekly agent reporting of performance Requirements 5+ years in CX, retention/lifecycle, customer success, or account management (agency or fractional experience is a plus) Proven ability to manage multiple stakeholders, deadlines, and workstreams simultaneously Strong written communication and meeting leadership skills Comfort presenting insights, performance, and recommendations to clients Preferred experience eCommerce and/or subscription brand experience Familiarity with tools like Shopify, Gorgias/Zendesk, Klaviyo, Attentive, etc. Comfort with CX and retention KPIs (CSAT, contact rate, repeat rate, churn, LTV, etc.) Experience building processes, templates, and operating cadences Additional Information: ⏱️ Work Hours: Monday–Friday, 8 AM – 5 PM CST (1 hour lunch, not paid) 👉🏻 Commitment: Full-Time (40 hrs/week) 📑 Contract Type: Independent Contractor We Offer: Approx. $2,500/month ($15/hour) 100% remote Lead high impact projects Grow in a culture that values ownership and high standards