? 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