CX Team Lead

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 are looking for a performance-driven and tech-savvy CX Team Lead to lead and guide our remote support teams toward consistent service excellence. If you love empowering others, building high-performing teams, and working with data in a flexible work-from-home setup, this role is for you

What You'll Be Doing

As a CX Team Lead at Aventus, you'll play a pivotal role in ensuring that remote agents stay motivated, meet KPIs, and comply with all operational and security standards. You'll use coaching frameworks, performance dashboards, and communication tools to drive productivity and development across your team.

Your Core Responsibilities:

• The primary focus is systems monitoring of team campaigns to ensure strict adherence to campaign SOPs, meeting or exceeding KPIs, and maintaining service excellence.
• Provide regular coaching sessions to keep team members motivated, engaged, and aligned with both performance and learning goals. This includes integrating the structured coaching framework to ensure consistency, accountability, and growth across the team.
• Utilize remote tools (Scorebuddy, Yactraq, CRM, softphones) to track compliance, productivity, and performance trends.
• Ensure team compliance with WFH data privacy and security standards (ISO, PCI), verifying workspace setups and secure login practices.
• Create a safe and positive remote work environment by fostering healthy relationships with team members and clients.
• Provide clear, documented asynchronous updates through collaboration platforms (Slack, , email) on campaign health, individual metrics, and areas for improvement.
• Assist team members with basic WFH technical issues (VPN, softphone, access issues) and escalate to IT when necessary.
• Effectively manage personal schedule and oversee team adherence to shifts, schedules, and break compliance in a flexible WFH environment.
• Drive team adaptability to new tools, processes, or client demands, supporting seamless transitions and continuous improvements.

What You'll Bring to the Table

• Experience: 2+ years in a leadership, coaching, or team lead role — preferably in a remote BPO environment
• Digital Fluency: Comfortable using productivity platforms (Slack, , Google Workspace) and performance dashboards
• Communication: Excellent written and verbal English communication skills
• Coaching Experience: Proven ability to inspire and improve team performance through structured coaching

Your Key Competencies and Attributes:

• 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 Communication: Effectively conveys ideas across chat, email, and video; ensures clarity without face-to-face cues.
• Tech Savviness: Confidently uses remote dashboards, CRM, time trackers, and can troubleshoot common tools.
• Proactivity & Self-Motivation: Takes initiative in identifying issues and driving solutions without micromanagement.
• Flexibility & Change Resilience: Adjusts quickly to new systems, processes, and market shifts, guiding the team through changes.
• Data-Driven Coaching: Uses QA scores, attendance records, and performance dashboards to inform coaching sessions.
• Emotional Intelligence & Empathy: Reads virtual cues effectively, builds trust, and supports mental well-being in a WFH setup.
• Calm Under Pressure: Maintains stable, reassuring leadership during periods of high demand or technical disruptions.

What's In It For You?

• 100% Remote Work – Work from anywhere in the Philippines
• Career Growth – Opportunities to scale into higher leadership roles
• Competitive Pay – $7/hr + benefits as an independent contractor
• Supportive Culture – Work alongside a team that values transparency and innovation
• People-First Vibes – We believe in fun, flexibility, and thriving together
• Annual Performance Reviews – Your growth is recognized and rewarded

Ready to Coach from Anywhere?

If you're passionate about developing others, building resilient remote teams, and leading with data, we'd love to hear from you