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Client Success / Customer Experience Lead

8 hours, 9 minutes ago
Mexico, Argentina, Colombia, Dominican Republic, Venezuela, Philippines
Full-time
Senior
Customer Success Manager
Customer and Technical Support
ClickUp CRM HubSpot Monday.com
Apply Now
ScaleSource

ScaleSource

ScaleSource is a staffing and recruiting company that helps businesses grow their teams with high-performing remote professionals. They offer a cost-effective solution by handling the recruitment process and providing full-time remote team members at 7...

Professional Services
11-50
View All Jobs 11

Description

  • Respond to client messages quickly and professionally across email, phone, text, client portals, CRM systems, video updates, and virtual meetings.
  • Own the communication loop for client issues until they are resolved or clearly advanced.
  • Capture, clarify, assign, escalate, and track client requests, property issues, service updates, and scheduling concerns.
  • Follow up with operations and field leadership to confirm status, completion, and next steps.
  • Provide proactive updates to clients before they have to ask, including delays, weather impacts, and service changes.
  • Identify recurring issues, patterns, and process breakdowns, and recommend solutions to leadership.
  • Maintain clean CRM/client records, open issue lists, follow-up dates, deadlines, and task tracking systems.
  • Prepare simple weekly reports on client issues, aging items, completed items, and recurring concerns.
  • Record video updates, share screens, and participate in virtual client and internal meetings.
  • Bridge communication between English-speaking clients/managers and Spanish-speaking field team members.

Requirements

  • 5+ years of experience in customer service, client success, account management, operations coordination, executive assistant work, or client-facing admin roles.
  • 3+ years of experience working directly with U.S.-based clients or U.S.-based companies.
  • 2+ years of remote work in a role requiring independent ownership and follow-up.
  • Fluent written and spoken English at a professional, client-facing level.
  • Fluent or highly advanced Spanish communication skills.
  • Experience managing 50+ client interactions, tickets, tasks, or follow-up items per week.
  • Experience tracking issues in a CRM, help desk, project management tool, spreadsheet, or similar system.
  • Strong ability to write clear client-facing updates with good grammar, structure, and tone.
  • Comfort recording yourself on camera for video updates and joining virtual client meetings.
  • Comfort making phone calls or voice calls when needed.
  • Strong organization skills and a personal system for tracking work.
  • Ability to identify problems, recommend solutions, and follow through.
  • Must be available during core U.S. business hours, especially mornings and early afternoons.
  • Preferred experience in landscaping, construction, property management, home services, trades, field services, facilities management, or another service business.
  • Preferred experience supporting commercial clients or property managers.
  • Preferred experience with work orders, service tickets, scheduling, estimates, invoicing, or job tracking.
  • Preferred experience using Loom or similar video tools.
  • Preferred experience using CRMs, help desk systems, or project management software.
  • Preferred experience creating client reports or leadership updates.
  • Preferred experience working with bilingual field teams.
  • Preferred experience improving processes rather than only following them.

Benefits

  • Remote work from anywhere.
  • Compensation of $1,250 USD/month for the first 90 days, increasing to $1,500 USD/month afterward.
  • Bonus to be established after the 90-day onboarding period, with a stated range of $8,000 USD every 12 months.
  • Opportunity to work in a leadership-level role with ownership and visible impact.
  • Response from the company within 24 business hours during the application process.

Interested in this position?

Apply directly on the company website

Apply Now

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