Remote Customer Experience, Retention & AI Operations Manager (DTC Ecommerce)
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.
Location: Remote from Latin America
Position Type: Full-time
Salary: $2,600 – $2,900 USD/month
Schedule: Monday – Friday, 9:00 AM – 5:00 PM US Eastern Time / ET
Our Client is an innovative, fast-growing direct-to-consumer (DTC) oral health and wellness brand dedicated to reinventing personal hygiene through clinically proven, ADA-accepted U-shaped toothbrushing technology. Operating as a self-funded, agile, and direct-response enterprise, our client maintains high standards of operational excellence, customer obsession, and rapid testing. Built on a culture that deeply values employee experience, innovation, and continuous learning, our client provides an environment where process automation, Voice of Customer (VoC) insights, and strategic CX management directly shape overall product and brand strategy.
Our Client is seeking a strategic Customer Experience, Retention & AI Operations Manager to own the end-to-end customer experience across customer support, retention, customer insights, AI systems, and operational improvements.
This role is ideal for someone who has worked inside a fast-growing DTC ecommerce or subscription brand and understands how customer interactions, support operations, customer feedback, retention, refunds, cancellations, and education impact long-term growth.
This is not a traditional support management role. We are looking for a builder who can identify customer pain points, analyze customer behavior, leverage AI systems, and drive improvements across the customer journey.
What You'll Own
Customer Experience & Retention
- Improve customer satisfaction, retention, and subscriber experience
- Analyze customer journeys and identify friction points
- Reduce avoidable cancellations and support volume
- Improve customer education and self-service experiences
Voice of Customer
- Conduct customer interviews and feedback sessions
- Identify recurring customer themes and root causes
- Build VOC reporting and share insights with leadership
- Translate customer insights into operational and product improvements
AI & CX Operations
- Train, optimize, and audit AI support agents
- Improve AI-assisted customer support workflows
- Evaluate AI performance and identify improvement opportunities
- Partner with Operations to balance AI and human support experiences
CX Analytics
- Analyze churn, retention, refund, cancellation, review, and customer-support trends
- Conduct cohort analysis and identify customer behavior patterns
- Develop recommendations from CX data and customer feedback
Cross-Functional Leadership
- Partner with Product, Marketing, Lifecycle, Operations, and Leadership teams
- Influence roadmaps and business decisions using customer insights
- Own CX documentation, SOPs, QA frameworks, and knowledge management
Must Have
- 3+ years of experience in DTC ecommerce, subscription brands, or consumer products
- Experience supporting physical products sold online
- Experience with refunds, returns, cancellations, shipping issues, and customer support operations
- Experience conducting customer interviews and gathering customer feedback
- Experience analyzing customer behavior and identifying trends
- Experience with Zendesk, Gorgias, Intercom, or equivalent helpdesk platforms
- Experience working cross-functionally with Product or Operations teams
- Strong written and verbal English
Strongly Preferred
- AI chatbot or AI agent training experience
- Customer retention or lifecycle experience
- Shopify experience
- Customer cohort analysis
- Subscription business experience
- Knowledge base ownership
- QA and CX auditing experience
- Experience owning customer insights initiatives
-
Competitive Compensation: Fixed monthly salary of $2,600 – $2,900 USD/month.
-
Strategic Autonomy: High-visibility position with the authority to build systems, design workflows, and shape company-wide CX standards.
-
Cutting-Edge AI Integration: Direct hands-on ownership of production-level AI support assistants and workflow automation platforms.
-
Collaborative Culture: Growth-oriented remote environment with direct leadership exposure and clear impact on brand direction.
-
100% Remote Infrastructure: Execute global DTC customer experience operations remotely from anywhere in Latin America.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!