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Customer Support & CX Operations Lead - 100% Remote - US Hours

Pty
Full-time
Remote
South Africa

Introduction

Our client is a fast-growing, 7-figure e-commerce retailer operating in the creative arts and crafts space. They focus on making the painting experience easy, enjoyable, and accessible for everyone by blending creativity with modern e-commerce innovatio. They are a customer-centric "Direct-to-Consumer" (D2C) and "Business-to-Business" (B2B) brand dedicated to bringing joy and inspiration to customers through art. They provide a platform where creativity meets impact, helping individuals and teams embark on a creative journey with ease.

The Role: Your Canvas Are you: Empathetic, process-driven, and tech-savvy? As their Customer Support & CX Operations Lead , you won’ t just be answering tickets you’ll be the architect of their customer journey. You will bridge the gap between our B2B sales and D2C support, ensuring every customer; from a solo painter to a large corporate team has an amazing experience.

The Logistics

● Hours: 09:00am to 17:00pm CST.

● Location: 100% Remote

● Own equipment is needed.

● Onboarding: A comprehensive 4-week deep dive into their world.

Duties & Responsibilities

Your Mission:

  • Grow the B2B Tribe: Manage our B2B sales cycle and work with the team to turn leads into long-term partners.
  • Smooth Out the Folds: Hunt down friction points in the customer journey and build smart, automated solutions to fix them.
  • Lead the Squad: During our busiest seasons, you’ll step up to manage and inspire our D2C support reps.
  • Stay Connected: Keep the vibes and information flowing through consistent Slack and video check-ins with management.

Desired Experience & Qualification

What Makes You a Masterpiece?

  • We aren’t looking for a corporate robot; we’re looking for a proactive problemsolver who genuinely cares.
  • A Natural Communicator: Your written and spoken English is top-tier—clear, courteous, and compassionate.
  • A Lead Magnet: You have a background in sales and know how to guide a customer through a cycle with ease.
  • A Creative Fixer: When you see a problem, you don't just report it—you design the solution.
  • Organized & Independent: You can juggle projects and deadlines like a pro in a remote setting.

Package & Remuneration

1500 USD