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Client Success / Customer Experience Lead (remote from Mexico)

4 hours, 3 minutes ago
Mexico
Full-time
Senior
Customer Success
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 20

Description

  • Respond to commercial client messages quickly and professionally across email, phone, text, client portals, CRM systems, video updates, and virtual meetings.
  • Provide proactive client updates and clearly explain what happened, what is being done, who owns the next step, and when the next update will come.
  • Own client issues from intake through completion by capturing details, asking clarifying questions, assigning or escalating internally, tracking progress, and closing the loop.
  • Follow up with operations and field leadership to ensure client requests and service issues are completed or meaningfully advanced within 72 hours whenever possible.
  • Identify recurring problems, service patterns, and process gaps, then recommend solutions and track the actions needed to address them.
  • Maintain clean CRM records, task lists, follow-up dates, deadlines, and issue tracking for client requests and property concerns.
  • Prepare simple weekly reports on open items, aging issues, completed items, and recurring concerns for leadership.
  • Record short video updates, share screens, and participate in virtual meetings with clients and internal teams.
  • Communicate effectively between English-speaking clients/managers and Spanish-speaking field team members to prevent misunderstandings and keep work moving.
  • Help improve client communication systems and execution processes so important items do not get lost.

Requirements

  • 5+ years of experience in customer service, client success, account management, operations coordination, executive assistant, or another client-facing administrative role.
  • 3+ years working directly with U.S.-based clients or U.S.-based companies.
  • 2+ years working remotely 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.
  • Ability to write clear client-facing updates with strong grammar, structure, and tone.
  • Comfort recording video updates on camera and joining virtual client meetings.
  • Comfort making phone or voice calls when needed.
  • Strong organization skills and a reliable personal system for tracking work.
  • Strong problem-solving ability, including identifying issues, recommending solutions, and following through.
  • Availability during core U.S. business hours, especially mornings and early afternoons.
  • Experience in landscaping, construction, property management, home services, trades, field services, facilities management, or another service business is preferred.
  • Experience supporting commercial clients or property managers is preferred.
  • Experience with work orders, service tickets, scheduling, estimates, invoicing, or job tracking is preferred.
  • Experience using Loom or similar video tools is preferred.
  • Experience using CRMs, help desk systems, or project management software is preferred.
  • Experience creating client reports or leadership updates is preferred.
  • Experience working with bilingual field teams is preferred.
  • Experience improving processes rather than only following them is preferred.
  • 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, client portals, or work order systems.

Benefits

  • Remote work from anywhere.
  • Compensation of $1,250 USD per month for the first 90 days, then $1,500 USD per month after that.
  • Annual bonus opportunity of up to $8,000 USD, established after the 90-day onboarding period.
  • Response to applicants within 24 business hours.
  • Opportunity for a leadership-level role with ownership and growth responsibility.
  • Remote work through ScaleSource with a client-facing, high-impact remit.

Interested in this position?

Apply directly on the company website

Apply Now

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