CX Team Lead - DTC Brands

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.

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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.

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.

• 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 (Score buddy, 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, , 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.

• 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, , 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.

• 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…