CX Team Lead (E-commerce)

🌎 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. Ready to join us? 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 &…