Head of Customer Experience

Tidal; Ciudad de México; A distancia; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A leading recruitment agency is seeking a Head of Customer Experience to oversee CX operations for a DTC e-commerce brand. The ideal candidate will have 3-5 years of CX leadership experience and must possess strong communication and analytical skills. This fully remote role requires managing a team and maintaining high customer satisfaction scores. Candidates must be fluent in English and able to work US hours.

Formación

• 3-5 years of freelancing experience.
• Strong written and verbal English communication skills (C1/C2 level).
• 3-5+ years of CX leadership experience in DTC e-commerce.
• Proven track record of improving CX support metrics.
• Experience managing offshore or remote teams.
• Strong analytical and organizational skills.

Responsabilidades

• Manage CX operations and team performance.
• Maintain a 4.5+ weekly CSAT score.
• Oversee product returns and provide insights.
• Monitor fraud and chargebacks, improving processes.
• Track operations and monitor SLA compliance.

Conocimientos

Customer Experience management

Strong communication skills

Leadership experience

Analytical skills

Proactive reporting

Herramientas

Gorgias

Shopify

Slack

Google Workspace

Descripción del empleo

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.

• Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.

• 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:

• CX Platform: Gorgias

• Reviews: Judge.me, Trustpilot, Amazon, Google

• E-commerce Platform: Shopify

• Comms: 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

• Ability to work full U.S. hours (LATAM-based candidates preferred)

Shift Schedule:

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