Client Success / Customer Experience Lead
New
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ScalesourceCommercial Landscaping
Remote from Mexico, Core U.S. business hoursFull-TimeLead
Salary1250 USD/month first 90 days, 1500 USD/month after that. Bonus to be established after 90 day onboarding, bonus range of 8000 USD every 12 months
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Job Details
- Languages
- English, Spanish
- Experience
- 5+ years
- Required Skills
- Project ManagementCRMGoogle Workspace
Requirements
- 5+ years of experience in customer service, account management, or operations coordination.
- 3+ years working directly with U.S.-based clients or companies.
- 2+ years in a remote role requiring independent ownership and follow-up.
- Professional, client-facing fluency in written and spoken English.
- Highly advanced or fluent Spanish communication skills.
- Proven experience managing 50+ client interactions or tasks per week.
- Proficiency in tracking issues through CRM or project management tools.
- Ability to write clear, professional updates with strong grammar.
- Comfortable using video tools and appearing on camera.
- Strong organization and problem-solving skills.
- Available to work during core U.S. business hours.
Responsibilities
- Respond to client inquiries via email, phone, text, and portals promptly.
- Own the full communication loop for client issues until resolution.
- Identify and escalate service patterns or process failures to leadership.
- Maintain clean CRM records and track all open issues by client/property.
- Prepare weekly reports on client issues and service status.
- Conduct virtual meetings and record video updates for clients.
- Bridge communication between English-speaking clients and Spanish-speaking field teams.
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