About the Role
Job Title: VA / CX Manager
Location: Remote – LATAM
Employment Type: Contractual
Work Schedule: PST Time Zone
The VA / CX Manager leads and supports multiple client CX teams by directly managing Tier 1–3 CX Agents. This role is responsible for ensuring consistent service quality, meeting response and resolution expectations, maintaining client brand voice standards, and driving day‑to‑day operational execution across assigned client accounts.
The CX Manager owns escalations, agent coaching, SOP and documentation improvements, and performance tracking to keep CX delivery stable, scalable, and aligned with client expectations.
Core Responsibilities
1. Multi‑Client CX Delivery
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