Client Success/Customer Experience Lead

Responsibilities

• Own the client communication loop, ensuring all inquiries, complaints, and requests are captured, assigned, and tracked to completion.
• Provide proactive, honest, and professional updates to commercial clients via email, phone, text, and video to ensure they never have to chase for information.
• Manage issue ownership with a goal of resolving or meaningfully advancing client requests within 72 hours.
• Identify patterns in client complaints or operational failures and recommend proactive solutions to leadership.
• Track execution and maintain clean records within the CRM and project management tools to ensure no tasks are dropped.
• Facilitate bilingual communication between English-speaking clients and Spanish-speaking field teams to ensure clarity and accuracy.
• Record video updates (e.g., Loom) to provide a human, professional, and transparent client experience.

Requirements

• 5+ years of experience in customer service, client success, account management, or operations coordination.
• 3+ years of experience working directly with U.S.-based clients or companies.
• 2+ years of experience working in a remote environment requiring high levels of independent ownership.
• Fluent professional written and spoken English (client-ready).
• Fluent or highly advanced Spanish communication skills.
• Proven experience managing high volumes of client interactions and tracking tasks through a CRM or project management system.
• Ability to work during core U.S. business hours.
• Comfort with being on camera for video updates and participating in virtual meetings.

Preferred Qualifications

• Experience in landscaping, construction, property management, or other field-based service industries.
• Experience supporting commercial clients or property managers.
• Proficiency with tools such as Jobber, Aspire, HubSpot, Monday.com, ClickUp, or similar platforms.
• Experience using video communication tools like Loom.
• Experience working with bilingual field teams to coordinate service delivery.

Benefits

• Competitive monthly compensation: $1,250 USD for the first 90 days, increasing to $1,500 USD thereafter.
• Performance-based bonus potential of up to $8,000 USD every 12 months (established after onboarding).
• Fully remote work environment.

About the Company

ScaleSource supports a growing commercial landscaping company that serves property managers, HOAs, and retail centers. We focus on building trust through extreme reliability, clear communication, and proactive ownership, ensuring our clients' properties look sharp without them ever having to worry about the details.