CX Team Lead - DTC Brands experience required

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. 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 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,