CX Solutions Lead

Motum; Colombia; Remoto; COP 286.469.000 - 413.789.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive pay in USD

100% remote

High impact projects

Ownership culture

Descrizione del lavoro

Motum is seeking a CX Solutions Lead to own the customer experience setup and ongoing improvement across a portfolio of consumer brand clients. You will document CX guidelines, set up the helpdesk, build the Help Center, and incorporate AI tools where relevant.

You’ll stay on as the system owner, continuously improving as the client grows. The ideal candidate has hands-on experience configuring helpdesk environments (Gorgias, Zendesk) in e-commerce or agency settings and excels at building

Competenze

• 4+ years of experience in CX operations, CX systems, or helpdesk administration.
• Hands-on experience configuring helpdesk platforms (Gorgias, Zendesk, or similar)
• Strong understanding of CX workflows, escalation logic, and SLA structures.
• Experience building or maintaining SOPs, guidelines, or CX documentation.
• Highly organized with strong project management instincts.
• Comfortable working independently across multiple client accounts.
• Excellent written English — clear, structured, and precise.

Mansioni

• Create and document the CX guidelines for each client - covering brand voice, response standards, policies, escalation paths, product context, and team structure
• Configure the helpdesk end to end: views, macros, routing, SLAs, ticket fields, and tagging structure
• Build the Help Center to agency standards and stand up supporting processes (subscriptions, returns/claims, QA trackers)
• Configure helpdesk AI guidance against the client's CX documentation, map intents and escalation rules
• Set up automation for shopping assistance, conversion campaigns, and returns flows
• Own the build plan, timeline, and project tracking for assigned accounts
• Serve as project manager when none is assigned; partner with the PM when one is
• Produce a clean handoff doc for CX Operations at the close of every build
• Review each retainer client's system on a regular cadence against performance metrics
• Tune helpdesk config, AI guidance, automations, and Help Center as accounts evolve
• Take on special build projects as client needs grow
• Report on build projects and AI performance metrics
• Train client teams to operate within the documented CX guidelines
• Recommend improvements to agency templates and documentation standards based on each engagement

Conoscenze

CX operations

Helpdesk configuration

Project management

Independent client work

Strumenti

Gorgias

Zendesk

Shopify

Klaviyo

Yotpo

StayAI

Redo

Descrizione del lavoro

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.

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 Solutions Lead to own customer experience setup and ongoing improvement across a portfolio of consumer brand clients. You'll take newly signed clients and build their entire CX operation from scratch - documenting how their support should run, setting up their helpdesk, building their Help Center, and incorporating AI tools where relevant. Once live, you stay on as the system owner, continuously improving as the client grows. The ideal candidate has hands-on experience configuring helpdesk environments within an e-commerce, DTC, subscription, or agency setting - and genuinely enjoys building systems from the ground up.

Responsibilities

• Create and document the CX guidelines for each client - covering brand voice, response standards, policies, escalation paths, product context, and team structure
• Configure the helpdesk end to end: views, macros, routing, SLAs, ticket fields, and tagging structure
• Build the Help Center to agency standards and stand up supporting processes (subscriptions, returns/claims, QA trackers)

AI Configuration (when scoped)

• Configure helpdesk AI guidance against the client's CX documentation, map intents and escalation rules
• Set up automation for shopping assistance, conversion campaigns, and returns flows
• Start narrow, prove quality, then expand - never launch on an unstable foundation

Project Delivery

• Own the build plan, timeline, and project tracking for assigned accounts
• Serve as project manager when none is assigned; partner with the PM when one is
• Produce a clean handoff doc for CX Operations at the close of every build

Ongoing Optimization (Retainer Clients)

• Review each retainer client's system on a regular cadence against performance metrics
• Tune helpdesk config, AI guidance, automations, and Help Center as accounts evolve
• Take on special build projects as client needs grow

Reporting & Training

• Report on build projects and AI performance metrics
• Train client teams to operate within the documented CX guidelines
• Recommend improvements to agency templates and documentation standards based on each engagement

Requirements

• 4+ years of experience in CX operations, CX systems, or helpdesk administration
• Hands-on experience configuring helpdesk platforms (Gorgias, Zendesk, or similar)
• Strong understanding of CX workflows, escalation logic, and SLA structures
• Experience building or maintaining SOPs, guidelines, or CX documentation
• Highly organized with strong project management instincts
• Comfortable working independently across multiple client accounts
• Excellent written English — clear, structured, and precise

Preferred experience

• Experience with AI helpdesk tools (Gorgias AI, Siena AI, or similar)
• Familiarity with e-commerce platforms (Shopify) and adjacent tools (Klaviyo, Yotpo, StayAI, Redo)
• Background in a DTC, subscription, or CPG brand environment
• Experience in an agency or multi-client setting

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 in USD
• 100% remote
• Lead high impact projects
• Grow in a culture that values ownership and high standards

Originally posted on Himalayas