Cx Team Lead - Dtc Brands Experience Required

### Join the [Aventus](https://himalayas.app/companies/aventus) Team! We are [Aventus](https://himalayas.app/companies/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: 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](https://himalayas.app/companies/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 Philippines * Career Growth – Opportunities to scale into higher leadership roles * Competitive Pay – $7/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! Salary: $7+ / hour Originally posted on [Himalayas](https://himalayas.app)