Client Success / Customer Experience Lead (remote from LATAM)

Scalesource

7d • Remote

About The Position

This is a remote leadership-level communication, execution, and follow-up role for a growing commercial landscaping company. The company is seeking an individual who can build a client experience that is significantly better than typical local service businesses. The ideal candidate will be expected to think, lead, solve, track, follow up, and ensure tasks are completed. This role requires someone who can identify problems, organize chaos, chase answers, communicate clearly, and prevent tasks from being dropped. The company's standard is that no client should have to wonder about the status of their requests or issues, aiming for most resolutions within 72 hours or less, with proactive updates provided even for longer-term issues. The mission is to deliver world-class communication and client experience in a fast-paced environment, acting as a liaison between clients, field leadership, operations, admin, and ownership to ensure clear communication and tracked execution.

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.
• Proven experience managing 50+ client/customer interactions, tickets, tasks, or follow-up items per week.
• Proven experience tracking issues through a CRM, help desk, project management tool, spreadsheet, or similar system.
• Ability to write clear client-facing updates with strong grammar, structure, and tone.
• Comfortable recording video updates with yourself on camera.
• Comfortable joining virtual client meetings.
• Comfortable making phone calls or voice calls when needed.
• Strong organization skills with a real personal system for tracking work.
• Strong ability to identify problems, recommend solutions, and follow through.
• Must be available during core U.S. business hours.

Nice To Haves

• Experience in landscaping, construction, property management, home services, trades, field services, facilities management, or another service business.
• Experience supporting commercial clients or property managers.
• Experience with work orders, service tickets, scheduling, estimates, invoicing, or job tracking.
• Experience using Loom or similar video tools.
• Experience using CRMs, help desk systems, or project management software.
• Experience creating client reports or leadership updates.
• Experience working with bilingual field teams.
• Experience improving a process, not just following one.

Responsibilities

• Communicate with commercial clients through various channels (email, phone, text, client portals, CRM, video, virtual meetings).
• Respond to client messages quickly and professionally.
• Send clear, proactive updates to clients before they need to inquire.
• Explain issues, actions being taken, responsible parties, and expected timelines.
• Communicate delays, weather impacts, scheduling changes, property concerns, and service updates.
• Make clients feel heard and valued without overpromising.
• Maintain honest, calm, warm, and professional communication.
• Own the communication loop for client issues until completion, not just forwarding them.
• Capture issues clearly, ask clarifying questions, and confirm client expectations.
• Assign or escalate issues to the correct internal personnel.
• Track issue status and follow up with operations or field leadership.
• Update clients proactively on issue progress.
• Confirm completion of issues with notes or photos.
• Identify patterns and potential problems before they escalate (e.g., recurring client issues, process breakdowns).
• Propose solutions to identified problems and help implement them.
• Create and update tasks, maintain clean CRM/client records, and track open issues.
• Maintain follow-up dates and deadlines.
• Confirm completion of tasks instead of assuming.
• Prepare weekly reports on client issues, aging items, completed items, and recurring concerns.
• Ensure communication is systematically tracked and not lost in informal channels.
• Record short Loom-style client updates and participate in virtual client meetings.
• Share screen to walk through information during video updates or meetings.
• Join internal team meetings.
• Facilitate communication flow between English-speaking clients/managers and Spanish-speaking field team members.
• Write excellent English emails and updates.
• Speak clearly and professionally in English.
• Communicate effectively in Spanish.
• Clarify details between team members and translate/summarize information accurately.
• Figure out solutions when instructions are unclear (FITFO - Figure It The Freak Out).
• Take responsibility for issues that land with you until they are closed (Own It).
• Communicate bad news early and honestly.
• Prevent tasks from being left unassigned or without follow-up (No Dropped Balls).
• Remain calm, clear, and useful in stressful situations (Calm Is a Superpower).
• Contribute to improving company systems and processes (Make the Company Better).

Benefits

• Compensation: 1250 USD/month first 90 days, 1500 USD/month after that.
• Bonus: To be established after 90-day onboarding, with a range of 8000 USD every 12 months.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed