Remote CX Solutions Lead — Build & Optimize CX Ops

Motum; Colombia; Remote; COP 286,469,000 - 413,789,000; Full time

Benefits offered by this job

Competitive pay in USD

100% remote

High impact projects

Ownership culture

Job summary

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

Qualifications

• 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.

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)
• 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

Skills

CX operations

Helpdesk configuration

Project management

Independent client work

Tools

Gorgias

Zendesk

Shopify

Klaviyo

Yotpo

StayAI

Redo

Job description

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