Position : Head of Customer Delight

Work Hours (Client) : 8:00 AM – 5:00 PM EST

Holidays : TBD

Pay Range : USD 1,800 - 2,000/month (varies based on skill set and experience level)

Location of Search : South Africa / Latin America

Work Location : REMOTE

Type of Contract : Independent Contractor

Company/Client Overview:

Client is a brand platform focused on acquiring, scaling, and revitalizing high-potential consumer brands in the U.S. market. The organization operates with a hands-on, operationally driven approach, aiming to build a diversified portfolio of performance-focused direct-to-consumer brands.

The team values ownership, attention to detail, and long-term brand building. Customer experience is viewed as a core driver of brand loyalty and sustainable growth.

Duties and Responsibilities:

Day-to-Day Support

Handle customer inquiries across email, SMS, and phone channels
Serve as the escalation point for complex or high-sensitivity cases
Maintain high standards for response quality, tone, and resolution

Team Management

Manage and develop a team of Customer Experience (CX) agents across multiple brands
Set clear performance expectations and provide continuous coaching
Conduct regular quality assurance reviews with structured, actionable feedback
Oversee scheduling, coverage, and capacity planning

Operations and Performance

Own and monitor key CX metrics (response time, resolution rate, CSAT, etc.)
Build and optimize macros, scripts, and support processes
Identify recurring customer issues and coordinate with Brand Managers on root cause resolution
Evaluate and implement tools, including AI-assisted support solutions, to improve efficiency and quality

Cross-Brand Collaboration

Partner with Brand Managers to align on brand voice, product updates, and customer sentiment
Translate customer insights into actionable business improvements
Represent the voice of the customer in operational discussions

Minimum Requirements:

Language Requirement: Excellent English communication skills (5/5), written and verbal, including phone support

Education: Bachelor’s Degree (ideally)

Who You Are

You started as a CX agent. You know what it feels like to be in the queue, to handle a frustrated
customer, to find the right words when someone is upset. That experience is what makes you
good at leading a team, because you've been there.
You're empathetic by nature, but you're also analytical. You track metrics, spot patterns, and
translate what you're seeing into improvements. You don't accept "good enough" when it comes
to how customers are treated -- and you hold your team to the same standard.
You're a clear communicator in English, comfortable on the phone, and confident leading a
remote team. You take ownership seriously. If something isn't working, you fix it.

Experience:

3+ years of related experience in Customer Experience / Customer Support
Proven experience as a CX agent and later as a CX team lead or manager
Demonstrated success in tracking and improving CX performance metrics
Experience implementing quality assurance processes
Familiarity with Gorgias or similar helpdesk platforms
Experience with AI-assisted support tools
Experience managing remote teams

Industry: Direct-to-Consumer (DTC), eCommerce, Consumer Brands

Head of Customer Delight - 57447729195