CX Team Lead (E-commerce)

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 & Stakeholder Coordination

* Partner with Client Success to surface CX insights, trends, and recommendations
* Attend CX Client Success syncs and ensure strong follow-through on action items
* Escalate risks proactively and communicate clearly across teams

Reporting & Insights

* Track and report on CSAT, SLA, and QA trends
* Deliver actionable insights that inform CX strategy and improvements

Requirements

* 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
* Clear, confident communicator — written and verbal
* Experience working in a startup, agency, or fractional/multi-client environment is a strong plus
* Comfort presenting insights, performance, and recommendations to clients

Preferred experience

* eCommerce and/or subscription brand experience
* Familiarity with tools like Shopify, Gorgias/Zendesk, Klaviyo, Attentive, etc.
* Comfort with CX and retention KPIs (CSAT, contact rate, repeat rate, churn, LTV, etc.)
* Experience building processes, templates, and operating cadences
* Exposure to StayAI (subscriptions) and Redo (returns / post-purchase)

Additional Information:

* ⏱️ Work Hours: Monday–Friday, 8 AM – 5 PM CST (1 hour lunch, not paid)

* 👉🏻 Commitment: Full-Time (40 hrs/week)

* 📑 Contract Type: Independent Contractor

We Offer:

* 💰Competitive compensation: $2,000-$2,500/month
* 💻 100% remote
* 🚀 Lead high impact projects
* 📈 Grow in a culture that values ownership and high standards