Head Of Customer Experience

Tidal; Teletrabalho; BRL 160.000 - 200.000; Tempo integral

Resumo da oferta

A leading Direct Placement Agency is hiring a Head of Customer Experience to manage CX operations for a fast-growing DTC e-commerce brand. You will oversee the performance of the CX team, ensuring excellence across all customer interactions. This full-time remote position requires extensive CX leadership experience and strong English communication skills. If you have proven success in improving CX metrics and managing remote teams, we invite you to apply.

Qualificações

• 3-5 years of freelancing experience required.
• Strong written and verbal English communication skills are necessary.
• 3-5+ years of CX leadership experience ideal in DTC e-commerce.

Responsabilidades

• Manage the CX team performance and offshore agents.
• Ensure timely review responses on customer feedback platforms.
• Serve as an escalation point for complex customer issues.

Conhecimentos

Freelancing experience

English communication skills (C1/C2)

CX leadership experience

Improving CX support metrics

Managing offshore teams

Analytical skills

Organizational skills

Ferramentas

Gorgias

Shopify

Slack

Google Workspace

Descrição da oferta de emprego

Job Title

Head of Customer Experience

Contractor Fee

$2,500-$3,000 / month (USD)

Work Arrangement

Remote

Engagement Type

Independent Contractor

Commitment

Full-time (Approx. 40 hours / week)

Company Overview

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth.

We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members.

Tidal is owned and operated by consumer brand owners and operators.

We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role

We're hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand.

In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touchpoints.

Key Responsibilities

• Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.
• Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.
• Serve as an escalation point for complex customer issues.
• Oversee product returns and provide monthly insights.
• Monitor fraud and chargebacks, and improve internal processes to reduce exposure.
• Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.
• Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.

Software / Platforms / Tools

• Gorgias
• Judge.me, Trustpilot, Amazon, Google
• Shopify
• Slack, Google Workspace

Qualifications

• 3-5 years of freelancing experience
• Strong written and verbal English communication skills (C1 / C2 level)
• 3-5+ years of CX leadership experience, ideally in DTC e-commerce
• Proven track record of improving CX support metrics (CSAT / C-STAT, FRT, etc.)
• Experience managing offshore or remote teams
• Strong analytical and organizational skills, with a proactive approach to reporting
• Fluent English communication, both written and verbal

Shift Schedule

• Monday to Friday, 9:00 AM to 5:00 PM US PST