- Salary
- $3k – $3k
- Workplace
- Remote
- Type
- Full-time
- Seniority
- Manager
- Source
- RecruiterFlow
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.
Location: Remote from Latin America
Position Type: Full-time
Salary: $2,600 – $2,900 USD/month
Schedule: Monday – Friday, 9:00 AM – 5:00 PM US Eastern Time / ET
Our Client is an innovative, fast-growing direct-to-consumer (DTC) oral health and wellness brand dedicated to reinventing personal hygiene through clinically proven, ADA-accepted U-shaped toothbrushing technology. Operating as a self-funded, agile, and direct-response enterprise, our client maintains high standards of operational excellence, customer obsession, and rapid testing. Built on a culture that deeply values employee experience, innovation, and continuous learning, our client provides an environment where process automation, Voice of Customer (VoC) insights, and strategic CX management directly shape overall product and brand strategy.
Our Client is seeking a process-driven, strategic Customer Experience Manager to own end-to-end CX operations, lead a dedicated team of 5 support representatives, and manage AI support evolution. Reporting directly to executive leadership, this professional will go beyond basic ticket management—building automated workflows in Gumloop and Zapier, conducting monthly customer qualitative interviews, mitigating chargebacks, optimizing VoC feedback loops, and training the brand's AI assistant (Siena) to deliver fast, human-first support at scale.
CX Strategy, Team Leadership & Performance
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Develops and executes a comprehensive customer experience roadmap aligned with brand standards, scalability goals, and CSAT targets.
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Directs, coaches, and mentors a high-performing team of 5 support representatives, fostering a culture of accountability, positivity, and continuous improvement.
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Monitors key departmental metrics, including CSAT, first contact resolution (FCR), average handle time, and customer churn rates.
Process Automation, AI Tool Ownership & Escalations
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Designs, builds, and maintains operational workflows using automation tools such as Gumloop, Zapier, Gorgias, and Shopify.
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Owns, trains, and optimizes the brand's AI support assistant (Siena), refining its voice, accuracy, and resolution capabilities to handle routine queries autonomously.
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Manages high-touch customer escalations, de-escalates difficult issues with empathy, and oversees chargeback mitigation strategies to protect revenue.
Voice of Customer (VoC) & Cross-Functional Strategy
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Schedules, conducts, and synthesizes monthly qualitative customer interviews to uncover underlying pain points, user themes, and growth opportunities.
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Establishes structured Voice of Customer (VoC) reporting loops to surface NPS sentiment, product issues, and customer trends to product development, marketing, and operations leads.
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Oversees social listening analytics across digital platforms, converting online conversations into actionable brand strategies.
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Leads customer communications during product launches, shipping updates, or service delays to maintain brand trust and transparency.
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CX Leadership Experience: 4–6 years of progressive customer experience management experience, ideally within a fast-paced DTC or e-commerce brand.
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Team Management Track Record: Proven experience leading, coaching, and managing direct reports to achieve key performance indicators (CSAT, resolution speed, retention).
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Automation & Workflow Design: Hands-on experience building and maintaining operational automations using tools such as Zapier, Gumloop, or similar logic platforms.
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E-Commerce & Helpdesk Tech Stack: Proficiency with tools such as Gorgias, Zendesk, Shopify, Loop Returns, Notion, and Asana.
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AI Tool Management: Demonstrated capability to train, monitor, and refine AI support tools (e.g., Siena or similar LLM/AI helpdesk agents).
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Fluent English Communication: Fluent written and spoken English skills to handle complex escalations, lead customer interviews, and present VoC data to executives.
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Schedule Alignment: Full availability to work standard US Eastern business hours (Monday – Friday, 9:00 AM – 5:00 PM ET).
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Remote Infrastructure: Dedicated home office workspace, modern computer setup, HD webcam, headset, and high-speed primary internet.
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Direct experience running structured Voice of Customer (VoC) programs and chargeback mitigation workflows.
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Familiarity with direct-response DTC business models and physical product fulfillment cycles.
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Competitive Compensation: Fixed monthly salary of $2,600 – $2,900 USD/month.
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Strategic Autonomy: High-visibility position with the authority to build systems, design workflows, and shape company-wide CX standards.
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Cutting-Edge AI Integration: Direct hands-on ownership of production-level AI support assistants and workflow automation platforms.
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Collaborative Culture: Growth-oriented remote environment with direct leadership exposure and clear impact on brand direction.
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100% Remote Infrastructure: Execute global DTC customer experience operations remotely from anywhere in Latin America.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!