? 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

📌 Customer Experience Lead (México)
🏢 MangoTalent
📍 México