CX Team Lead (E-commerce)

Motum; Colombia; Remote; COP 71,044,000 - 88,805,000; Full time

Benefits offered by this job

100% remote

Lead high impact projects

Ownership culture

Job summary

Motum is seeking a CX Team Lead to own day-to-day CX operations across a portfolio of consumer-brand clients. This role emphasizes acting as the operational backbone of CX delivery, coaching agents, coordinating with partners, and driving continuous improvements in a Lean team.

Ideal candidates have 4+ years in CX or customer success, strong SLA/QA knowledge, and experience in startup or agency settings. The role is fully remote and offers ownership and meaningful growth within US-based teams.

Qualifications

• 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.

Responsibilities

• Own CX operations health across a portfolio of clients.
• Lead and coach CX agents with ongoing feedback and performance guidance.
• Maintain CX documentation, workflows, and best practices.
• Coordinate with Client Success and escalate risks proactively.
• Track and report CSAT, SLA, and QA trends and deliver insights.

Skills

CX leadership

Stakeholder management

SLA / QA metrics

Communication

Tools

Shopify

Gorgias

Zendesk

Klaviyo

Attentive

Job description

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. 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.

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