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Client Success / Customer Experience Lead (remote Dominican Republic/Venezuela)

10 hours, 12 minutes ago
Dominican Republic, Venezuela
Full-time
Senior
Customer Success
Customer and Technical Support
ClickUp 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 16

Description

  • Respond to client messages quickly and professionally across email, phone, text, client portals, CRM systems, video updates, and virtual meetings.
  • Provide proactive status updates before clients have to ask and clearly explain what happened, what is being done, who owns it, and when the next update will occur.
  • Own client issues from intake through resolution by clarifying the request, assigning or escalating it internally, tracking progress, and closing the loop.
  • Follow through on requests and service issues within a 72-hour target whenever possible, including providing honest updates when resolution will take longer.
  • Identify recurring problems, patterns, and process breakdowns, and recommend practical solutions to leadership.
  • Create and maintain organized tracking systems for client requests, property issues, deadlines, owners, and follow-up items.
  • Prepare simple weekly reports on open issues, aging items, completed items, and recurring concerns.
  • Record short video updates, share screens when needed, and join internal and client meetings to support communication and transparency.
  • Communicate between English-speaking clients/managers and Spanish-speaking field team members to keep details clear and accurate.
  • Help improve client experience, workflows, and communication processes rather than simply maintaining existing systems.

Requirements

  • 5+ years of customer service, client success, account management, operations coordination, executive assistant, or client-facing admin experience.
  • 3+ years working directly with U.S.-based clients or U.S.-based companies.
  • 2+ years working remotely in a role that required 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 system, project management tool, spreadsheet, or similar system.
  • Ability to write clear client-facing updates with strong grammar, structure, and tone.
  • Comfortable recording video updates, joining virtual meetings, and making phone or voice calls when needed.
  • Strong organization, problem-solving, and follow-through skills with a personal system for managing work.
  • 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, CRM systems, help desk tools, or project management software.
  • Preferred experience creating client reports, leadership updates, or improving a process.
  • Preferred experience working with bilingual field teams.
  • Tech-comfortable and able to learn tools such as Gmail/Google Workspace, Google Sheets, Jobber, Aspire, LMN, Service Autopilot, Yardbook, HubSpot, Monday.com, ClickUp, Slack, WhatsApp, Zoom, Google Meet, QuickBooks, and client portals.

Benefits

  • Remote role open to candidates working from anywhere.
  • Compensation of $1,250 USD per month for the first 90 days, increasing to $1,500 USD per month after that.
  • Bonus structure to be established after the 90-day onboarding period, with a bonus range of up to $8,000 USD every 12 months.
  • Everyone receives a response within 24 business hours during the application process.

Interested in this position?

Apply directly on the company website

Apply Now

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