CX Team Lead
New
A
Aventus LLCCustomer Experience BPO
Work from anywhere in MexicoContractLead
Salary9 USD per hour
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Job Details
- Languages
- English
- Experience
- 2+ years of hands-on experience in a leadership, coaching, or team lead role
- Required Skills
- Data AnalysisCoachingCRMGoogle WorkspaceSlack
Requirements
- Proven experience leading or managing customer support for a Direct-to-Consumer (D2C) brand.
- 2+ years of hands-on experience in a leadership, coaching, or team lead role.
- Expertise in remote BPO or high-growth work environments.
- Exceptional written and verbal English communication skills.
- Documented ability to drive measurable performance improvement through structured coaching.
- Advanced proficiency with productivity tools including Slack, Monday.com, and Google Workspace.
- Strong analytical skills with experience using performance analysis dashboards.
- Meticulous attention to detail regarding compliance, quality assurance, and metrics.
- Natural energetic and enthusiastic leadership approach.
Responsibilities
- Monitor performance dashboards, queue health, and agent output to ensure adherence to KPIs and SOPs.
- Implement structured coaching frameworks through regular 1:1 sessions to drive improvement and accountability.
- Maintain data privacy and security compliance, including verifying secure workspace setups for D2C operations.
- Analyze quality and productivity trends using tools like Scorebuddy and CRMs to create actionable coaching plans.
- Provide clear, detailed asynchronous updates on campaign health and performance to stakeholders.
- Lead team transitions during updates to products, service processes, or tools.
- Manage team scheduling, break compliance, and basic technical troubleshooting for remote agents.
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