CX Team Lead - DTC Brands experience required

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Team Lead - DTC Brands experience required based in Mexico.

As a CX Team Lead, you will play a critical role in driving customer experience excellence across a fast-paced e-commerce environment. Leading a fully remote team, you will oversee daily operations, coach customer support agents, and ensure performance targets are consistently achieved. This position combines hands-on leadership with data-driven decision-making, allowing you to directly influence service quality, customer satisfaction, and team engagement. You will work closely with stakeholders to optimize processes, maintain operational compliance, and support continuous improvement initiatives. Ideal for an experienced customer experience professional, this role offers the opportunity to develop high-performing teams while contributing to the success of leading direct-to-consumer brands. If you thrive in remote environments, enjoy mentoring others, and are passionate about delivering exceptional customer experiences, this opportunity offers both impact and growth.

Accountabilities:

• Lead, motivate, and manage a remote customer experience team, ensuring high levels of engagement, accountability, and performance.
• Monitor operational metrics including service levels, customer satisfaction scores, quality assurance results, productivity, and adherence to established procedures.
• Deliver structured coaching sessions, performance reviews, and ongoing feedback to drive continuous improvement and professional development.
• Analyze customer service data, quality reports, and performance trends to identify opportunities for operational enhancements and targeted coaching initiatives.
• Ensure compliance with data privacy, security standards, and remote work protocols while maintaining a secure and efficient work environment.
• Utilize customer support platforms, CRM systems, quality monitoring tools, and reporting dashboards to assess team performance and operational health.
• Provide clear and detailed updates to stakeholders regarding team performance, customer experience trends, risks, and improvement initiatives.
• Support the implementation of new products, processes, tools, and service enhancements while helping the team adapt effectively to change.
• Manage scheduling adherence, attendance, and operational workflows to ensure consistent service delivery and business continuity.
• Assist with basic troubleshooting and operational support to minimize disruptions and maintain team productivity.

Requirements

• Minimum of 2 years of experience in a leadership, supervisory, coaching, or team lead role within customer experience, customer support, or contact center operations.
• Proven experience supporting or managing customer service teams for Direct-to-Consumer (DTC) brands within the e-commerce sector.
• Strong understanding of customer experience best practices, performance management frameworks, and quality assurance processes.
• Demonstrated ability to coach, develop, and inspire remote teams to achieve measurable improvements in performance and customer satisfaction.
• Advanced analytical skills with the ability to interpret KPIs, quality scores, attendance metrics, and operational dashboards to drive decision-making.
• Experience working with CRM platforms, quality monitoring tools, collaboration software, and productivity applications such as Slack, Monday.com, and Google Workspace.
• Excellent written and verbal English communication skills with the ability to deliver clear, constructive, and data-driven feedback.
• Exceptional attention to detail and ability to manage compliance, quality standards, and operational processes in a remote environment.
• Strong organizational, problem-solving, and time management skills with the ability to prioritize multiple responsibilities effectively.
• High emotional intelligence, adaptability, self-motivation, and resilience in fast-changing business environments.

Benefits

• 100% remote work arrangement, allowing you to work from anywhere in Mexico.
• Competitive compensation of $9 per hour as an independent contractor.
• Opportunities for career advancement and progression into more senior leadership positions.
• Annual performance reviews focused on growth, development, and recognition.
• Collaborative and supportive team culture built on transparency, innovation, and continuous improvement.
• Flexible work environment that promotes autonomy, accountability, and work-life balance.
• Opportunity to work with innovative e-commerce and direct-to-consumer brands in a dynamic industry.
• People-focused culture that values professional growth, teamwork, and employee well-being.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1