Remote CX Team Lead for High-Impact Growth & Ownership

Motum; Colombia; À distance; COP 71 044 000 - 88 805 000; Plein temps

Avantages offerts par ce poste

100% remote

Lead high impact projects

Ownership culture

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

CX leadership

Stakeholder management

SLA / QA metrics

Communication

Outils

Shopify

Gorgias

Zendesk

Klaviyo

Attentive

Description du poste

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.