Finding a CX systems lead who could build from zero.
Open Late Collective needed a rare combination: Gorgias implementation expertise, multi-client ownership, and the judgment to make customer experience work as a growth lever. Motum found a full-time teammate in Buenos Aires in about 30 days.
THE PARTNERSHIP
Open Late Collective × Motum.
Open Late Collective is a founder-led customer experience and retention agency for consumer brands. The team builds the systems, workflows, and judgment that turn support into a stronger brand experience.
This hire would own CX setups from the first documentation draft through launch and ongoing improvement across client accounts. It required a builder who could move between technical configuration and human decisions.
Meet Open Late Collective ↗01 / THE WORK
How we helped.
01The challenge+
This was more than helpdesk administration. The person needed to document brand voice and policies, configure Gorgias workflows, build Help Centers, and manage delivery across multiple clients with clear written English and independent judgment.
02The search+
Open Late Collective interviewed many candidates. Motum remained a close partner throughout selection, looking for the combination of platform depth, systems thinking, and ownership that the role demanded.
03What the role would own+
The CX Solutions Lead would build client foundations, shape AI guidance and automations where appropriate, train teams, produce clean handoffs, and continue optimizing live systems. The brief spanned implementation and long-term stewardship.
04The outcome+
Motum found the right full-time hire in Buenos Aires, Argentina, in about 30 days. The teammate joined through the nearshore model and became embedded in Open Late Collective's team.
02 / THE RESULT
Specialist skill. Embedded for the long run.
Open Late Collective gained a full-time CX Solutions Lead who could work inside the agency, take ownership of complex client builds, and improve those systems over time. The match came from Buenos Aires, a profile the company had struggled to find in the U.S.
Visit the client ↗