CX Agent (E-commerce)

🌎 Remote | LatAm - WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM.

❗️ONLY ENGLISH RESUMES WILL BE CONSIDERED

🗣️ PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY (C1-C2 LEVEL)

💼 START DATE: ASAP.

About Motum

Motum focuses on creating high-performing international teams for US-based companies. Our mission is to empower ambitious and qualified individuals and connect them with U.S. companies for fully-remote roles that match their skills and aspirations.

Our roles are fully remote and full-time, designed for people who want real ownership, meaningful work, and the opportunity to grow inside US-based dynamic teams.

When you join Motum, you work full-time with one company, integrate directly into their team, and build a career with long-term impact. Ready to join us?

About the Company

Our client is a founder-led CX and retention agency for modern consumer brands — sitting at the intersection of customer experience, retention, and brand.

This is a small, high-accountability team with operator DNA, with previous experience at recognizable consumer brands across CPG and DTC. They partner with both established names and early-stage teams building from zero to one — working fractionally, embedding where it matters, and building the systems that make CX and retention a real growth lever.

The team is made up of 15 CX specialists, 4 managers, and a founding leader driving the vision.

About the Role

Our client is looking for a CX Agent to be the front line of customer support across a portfolio of modern consumer brands.

This is a hands-on, customer-facing role for someone who is organized, empathetic, and genuinely good at untangling problems. You'll work the queues, resolve inquiries with care, and know exactly when something needs to be escalated.

The best person for this job treats every ticket like it matters, writes clearly and warmly, and takes real ownership of their queue.

Responsibilities

Queue & Channel Management

• Manage the CX queue across email, chat, and helpdesk channels, keeping response and resolution times within target
• Support social media CX by handling DMs and comments where applicable, in each brand's voice

Customer Resolution

• Resolve customer inquiries using established SOPs and playbooks, with accuracy and care
• Troubleshoot common issues independently and escalate complex or sensitive cases to the right person at the right time

Documentation & Process

• Maintain clean customer records so nothing slips and the next agent always has context
• Flag gaps in existing procedures and contribute to improving workflows as the team grows

Collaboration

• Participate in CX team meetings, syncs, and account check-ins
• Communicate and coordinate internally with teammates and account leads to keep work moving smoothly

Requirements

• 3+ years of customer support / CX experience, ideally for a DTC, e-commerce, or CPG brand
• Excellent written English — clear, warm, on-brand, and error-free
• Comfortable working in helpdesk tools (Gorgias, Zendesk, or similar) and switching context across accounts
• Strong organizational habits and attention to detail; you document as you go
• A problem-solver's instinct — you know when to handle it yourself and when to escalate
• Reliable, self-directed, and comfortable in a remote async-friendly environment

Nice to Have

• Experience supporting multiple brands or accounts simultaneously
• Familiarity with retention concepts (subscriptions, post-purchase experience, win-back)
• Social media CX experience (handling DMs/comments for a brand)
• Experience writing or improving SOPs and CX documentation

Additional Information:

• Work Hours: Monday–Friday, 8 AM – 5 PM CST (1 hour lunch, not paid)
  
• Commitment: Full-Time (40 hrs/week)
  
• Contract Type: Independent Contractor

We Offer:

• 💰 Competitive Compensation: $8-$13/h USD
• 💻 100% remote
• 🚀 Lead high impact projects
• 📈 Grow in a culture that values ownership and high standards

Originally posted on Himalayas