Description review
CX Team Lead (E-commerce)
Motum · Colombia · back to the listing
HR standards
67/100
needs work
Title ↔ description
86/100
strong
Reads as
Customer Support
84% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
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What the listing never says
- 33 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
The listing, marked up
🌎 Remote | LatAm -
WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM1
.
❗️ONLY ENGLISH RESUMES WILL BE CONSIDERED
🗣️ PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY 2 (C1-C2 LEVEL)
💼 START DATE: ASAP.
📌 This role is ideal for an experienced CX lead with a background in e-commerce or customer success within an agency/startup/multi-client environment.
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
Our client is looking for a CX Team Lead to own the day-to-day health of customer experience operations across a portfolio of consumer brand clients.
This is not a traditional support role. The CX Team Lead is the operational backbone of CX delivery — responsible for queue performance, agent coaching, cross-team coordination, and continuous improvement across all assigned clients.
This is a great opportunity for someone who thrives in fast-moving environments, has high standards for execution, and wants to make a real impact inside a lean, operator-driven team.
Responsibilities
CX Operations
• Own queue health, SLA adherence, and issue resolution across assigned clients
• Ensure coverage, prioritization, and timely escalation of risks and blockers
• Coordinate work distribution across internal agents and external partners
Team Leadership & Coaching
• Lead and support CX agents through ongoing coaching, feedback, and performance guidance
• Support onboarding and training of new CX agents
• Deliver weekly agent performance reports
Process & Documentation
• Maintain and evolve CX documentation, workflows, and best practices
• Identify process gaps and drive improvements that reduce rework and reactive escalations
• Own CX admin tasks across clients and train team members to support as capacity allows
Client & Stakeholder Coordination
• Partner with Client Success to surface CX insights, trends, and recommendations
• Attend CX Client Success syncs and ensure strong follow-through on action items
• Escalate risks proactively and communicate clearly across teams
Reporting & Insights
• Track and report on CSAT, SLA, and QA trends
• Deliver actionable insights that inform CX strategy and improvements
Requirements
• 4+ years in CX, retention/lifecycle, customer success, or account management (agency or fractional experience is a plus)
• Experience leading or coaching teams, even informally
• Strong understanding of SLAs, QA processes, and CX performance metrics
• Proven ability to manage multiple stakeholders, deadlines, and workstreams simultaneously
• Clear, confident communicator — written and verbal
• Experience working in a startup, agency, or fractional/multi-client environment is a strong plus
• 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
• Exposure to StayAI (subscriptions) and Redo (returns / post-purchase)
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:
• 💰Competitive compensation: $2,000-$2,500/month
• 💻 100% remote
• 🚀 Lead high impact projects
• 📈 Grow in a culture that values ownership and high standards
Originally posted on Himalayas
❗️ONLY ENGLISH RESUMES WILL BE CONSIDERED
🗣️ PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY 2 (C1-C2 LEVEL)
💼 START DATE: ASAP.
📌 This role is ideal for an experienced CX lead with a background in e-commerce or customer success within an agency/startup/multi-client environment.
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
Our client is looking for a CX Team Lead to own the day-to-day health of customer experience operations across a portfolio of consumer brand clients.
This is not a traditional support role. The CX Team Lead is the operational backbone of CX delivery — responsible for queue performance, agent coaching, cross-team coordination, and continuous improvement across all assigned clients.
This is a great opportunity for someone who thrives in fast-moving environments, has high standards for execution, and wants to make a real impact inside a lean, operator-driven team.
Responsibilities
CX Operations
• Own queue health, SLA adherence, and issue resolution across assigned clients
• Ensure coverage, prioritization, and timely escalation of risks and blockers
• Coordinate work distribution across internal agents and external partners
Team Leadership & Coaching
• Lead and support CX agents through ongoing coaching, feedback, and performance guidance
• Support onboarding and training of new CX agents
• Deliver weekly agent performance reports
Process & Documentation
• Maintain and evolve CX documentation, workflows, and best practices
• Identify process gaps and drive improvements that reduce rework and reactive escalations
• Own CX admin tasks across clients and train team members to support as capacity allows
Client & Stakeholder Coordination
• Partner with Client Success to surface CX insights, trends, and recommendations
• Attend CX Client Success syncs and ensure strong follow-through on action items
• Escalate risks proactively and communicate clearly across teams
Reporting & Insights
• Track and report on CSAT, SLA, and QA trends
• Deliver actionable insights that inform CX strategy and improvements
Requirements
• 4+ years in CX, retention/lifecycle, customer success, or account management (agency or fractional experience is a plus)
• Experience leading or coaching teams, even informally
• Strong understanding of SLAs, QA processes, and CX performance metrics
• Proven ability to manage multiple stakeholders, deadlines, and workstreams simultaneously
• Clear, confident communicator — written and verbal
• Experience working in a startup, agency, or fractional/multi-client environment is a strong plus
• 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
• Exposure to StayAI (subscriptions) and Redo (returns / post-purchase)
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:
• 💰Competitive compensation: $2,000-$2,500/month
• 💻 100% remote
• 🚀 Lead high impact projects
• 📈 Grow in a culture that values ownership and high standards
Originally posted on Himalayas