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Client Success / Customer Experience Lead (remote from LATAM)

5 days, 14 hours ago
Mexico, Guatemala, Honduras, Colombia, Dominican Republic, Venezuela
Full-time
Senior
Customer Success Manager
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 24

Description

  • Respond to client messages quickly and professionally across email, phone, text, portals, CRM systems, video updates, and virtual meetings.
  • Own client issues from intake through completion by clarifying details, assigning ownership, tracking progress, and closing the loop.
  • Provide proactive updates on delays, weather impacts, scheduling changes, property concerns, billing questions, and service requests.
  • Identify recurring problems and patterns, recommend solutions, and help improve client experience and internal processes.
  • Maintain clean CRM/client records, task lists, follow-up dates, deadlines, and issue status.
  • Prepare simple weekly reports on open items, aging issues, completed items, and recurring concerns.
  • Record short video updates and participate in virtual client and internal meetings.
  • Communicate effectively between English-speaking clients/managers and Spanish-speaking field team members.
  • Follow up with operations and field leadership to confirm work is completed with notes, photos, or internal confirmation when possible.

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/customer interactions, tickets, tasks, or follow-up items per week.
  • Experience tracking issues in a CRM, help desk, project management tool, spreadsheet, or similar system.
  • Ability to write clear client-facing updates with strong grammar, structure, and tone.
  • Comfort recording video updates, joining virtual meetings, and making phone or voice calls when needed.
  • Strong organization skills, problem-solving ability, and availability during core U.S. business hours.
  • 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 a process rather than only following one.

Benefits

  • Remote work from anywhere.
  • Compensation of 1250 USD/month for the first 90 days and 1500 USD/month after that.
  • Bonus structure to be established after the 90-day onboarding period, with a bonus range of up to 8000 USD every 12 months.
  • Response to all applicants within 24 business hours.
  • Opportunity to work in a leadership-level client experience role with significant ownership.
  • Opportunity to help build and improve systems in a growing business.

Interested in this position?

Apply directly on the company website

Apply Now

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