CX Team Lead - DTC Brands experience required

Proven experience leading or managing customer support for a Direct-to-Consumer (D2C) brand or product line. 2+ years of hands-on experience in a leadership, coaching, or team lead role, preferably in a remote BPO or high-growth environment. Expert comfort using modern productivity and collaboration tools (Slack, Monday.com, Google Workspace) and performance analysis dashboards. Exceptional written and verbal English communication skills. Documented ability to inspire significant and measurable improvement in team performance through structured coaching.

Monitor performance dashboards, queue health, and agent output for KPI adherence (SLA, CSAT, Quality Score) and SOPs. Implement a structured coaching framework through regular 1:1 sessions for continuous improvement. Ensure compliance with WFH data privacy and security standards (ISO, PCI). Utilize remote tools (Scorebuddy, CRM) for analysis and coaching. Provide asynchronous updates on campaign health, quality trends, and performance metrics. Drive team adaptability to new products, processes, or tool updates. Manage team adherence to schedules and assist with basic technical troubleshooting.