CX Team Lead - DTC Brands experience required

Join the Aventus Team!

We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support to 100+ amazing clients and partners in the e-commerce industry.

Check out our website: www.aventus.com

We need an energetic, detail-obsessed CX Team Lead with experience in the e-commerce space and working with DTC brands. Do you thrive in a hands-on environment where your coaching and meticulous oversight directly shape the customer journey? Aventus is seeking a dedicated CX Team Lead to manage our remote operations and ensure every customer interaction is a moment of service excellence.

This is a pivotal role for someone ready to dive into the details, drive performance, and manage a team of agents supporting our dynamic brand.

What You’ll Be Doing

As a Dedicated CX Team Lead, you will be the driving force behind the performance, compliance, and energy of your remote team. Your focus will be on delivering a superior customer experience through meticulous performance management and high-impact coaching.

Core Responsibilities:

• Performance & Detail Management: 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.
• Energizing & Structured Coaching: Implement a high-energy, structured coaching framework through regular 1:1 sessions, fostering a culture of continuous improvement, motivation, and accountability across the team.
• Compliance & Security: 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.
• Tool & Systems Expertise: 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.
• Communication & Reporting: 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.
• Team Leadership & Adaptability: 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.
• Operational Execution: 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.

What You’ll Bring to the Table

• 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.
• Coaching Expertise: Documented ability to inspire significant and measurable improvement in team performance through structured, high-impact coaching methodologies.

Your Key Competencies and Attributes:

• People Development: Coaches others for performance and future roles, adapting strategies to virtual environments.
• Efficiency & Remote Productivity: Achieves output goals with minimal wasted effort, leveraging digital tools to manage remote operations.
• Creativity & Innovation: Collaborates with peers and stakeholders to design new approaches to coaching, engagement, and solving remote work challenges, fostering innovation through shared ideas.
• Digital Communication: Effectively conveys ideas across chat, email, and video; ensures clarity without face-to-face cues.
• Tech Savviness: Confidently uses remote dashboards, CRM, time trackers, and can troubleshoot common tools.
• Proactivity & Self-Motivation: Takes initiative in identifying issues and driving solutions without micromanagement.
• Flexibility & Change Resilience: Adjusts quickly to new systems, processes, and market shifts, guiding the team through changes.
• Data-Driven Coaching: Uses QA scores, attendance records, and performance dashboards to inform coaching sessions.
• Emotional Intelligence & Empathy: Reads virtual cues effectively, builds trust, and supports mental well-being in a WFH setup.
• Calm Under Pressure: Maintains stable, reassuring leadership during periods of high demand or technical disruptions.

What’s In It For You?

• 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

Ready to Coach from Anywhere?
If you're passionate about developing others, building resilient remote teams, and leading with data, we’d love to hear from you!