Client Success / Customer Experience Lead
S
ScaleSourceCommercial Landscaping
Santo Domingo, Distrito Nacional, Dominican Republic. Mexico City, Mexico City, Mexico. Bogotá, Bogota, Colombia. Caracas, Capital District, Venezuela, Bolivarian Republic of. Tegucigalpa, Francisco Morazán Department, Honduras. Guatemala City, Guatemala, Guatemala, Must be available during 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
- Fluent English and Spanish
- Experience
- 5+ years
- Required Skills
- Project ManagementCustomer serviceAccount ManagementCRMGoogle Workspace
Requirements
- 5+ years of experience in customer success, account management, or operations coordination.
- 3+ years of experience working directly with U.S.-based clients or companies.
- 2+ years of experience working remotely with independent ownership and follow-up responsibility.
- Professional, client-facing fluency in written and spoken English.
- Advanced or fluent Spanish communication skills.
- Proven experience managing 50+ client interactions or tickets per week.
- Demonstrated proficiency in tracking tasks via CRM, help desk, or project management software.
- Strong ability to write clear, grammatically sound client-facing updates.
- Comfort and experience with recording video updates and presenting on camera.
- Must be available during core U.S. business hours.
- Strong organizational skills and the ability to maintain a personal system for tracking work.
Responsibilities
- Respond to client messages across email, phone, text, and client portals quickly and professionally.
- Own the communication loop for all reported issues from capture through to final completion.
- Identify patterns, service complaints, and process bottlenecks to recommend and implement solutions.
- Maintain clean CRM records, track open service tasks, and prepare weekly status reports for leadership.
- Record video updates and participate in virtual meetings to provide human-centered client communication.
- Bridge communication gaps between English-speaking clients and Spanish-speaking field operations teams.
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