CX Team Lead – DTC Brands Experience Required

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Aventus

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🛍️ eCommerce

B2B • eCommerce

Aventus is an outsourcing partner that delivers customer experience services—customer support, technical support, QA-as-a-service (QAAS), and managed help desk—primarily for e-commerce and direct-to-consumer brands. They provide omnichannel and 24/7 support, customized training to align agents with clients’ brands, data-driven QA and analytics, and scalable managed services designed to increase CSAT, reduce refunds/returns, and handle seasonal demand without expanding client overhead.

📋 Description

• You will be the driving force behind the performance, compliance, and energy of your remote team. • Focus on delivering a superior customer experience through meticulous performance management and high-impact coaching. • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs, leaving no detail overlooked. • Implement a high-energy, structured coaching framework through regular 1:1 sessions, fostering a culture of continuous improvement, motivation, and accountability across the team. • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI), actively verifying secure workspace setups and login protocols for a sensitive D2C operation. • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance, turning data into actionable coaching plans. • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health, quality trends, and performance metrics to stakeholders, ensuring absolute clarity and transparency. • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates, ensuring seamless transitions and minimal disruption. • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment, while assisting with basic technical troubleshooting (VPN, access) to keep the team operational.

🎯 Requirements

• D2C Experience (Required): Proven experience leading or managing customer support for a Direct-to-Consumer (D2C) brand or product line. • CX Leadership: 2+ years of hands-on experience in a leadership, coaching, or team lead role, preferably in a remote BPO or high-growth environment. • Energy & Drive: A naturally energetic and enthusiastic approach to leadership that motivates remote teams and creates a positive work environment. • Detail Orientation: A meticulous, keen eye for detail with a proven ability to manage complex compliance, quality assurance, and granular performance metrics. • Digital Fluency: Expert comfort using modern productivity and collaboration tools (Slack, Monday.com, Google Workspace) and performance analysis dashboards. • Communication: Exceptional written and verbal English communication skills, with a focus on delivering constructive, data-backed feedback.

🏖️ Benefits

• 100% Remote Work – Work from anywhere in Mexico • Career Growth – Opportunities to scale into higher leadership roles • Competitive Pay – $9/hr + benefits as an independent contractor • Supportive Culture – Work alongside a team that values transparency and innovation • People-First Vibes – We believe in fun, flexibility, and thriving together • Annual Performance Reviews – Your growth is recognized and rewarded