Client Success/Customer Experience Lead

Responsibilities

• Own the client communication loop, ensuring all inquiries, complaints, and requests are captured, tracked, and resolved.
• Provide proactive, clear, and honest updates to commercial clients via email, phone, text, and video (Loom).
• Manage issue ownership with a goal of resolving or meaningfully advancing client requests within 72 hours.
• Identify patterns in client issues or operational failures and recommend proactive solutions to leadership.
• Maintain clean and organized records within the CRM and project management tools to ensure no tasks are dropped.
• Act as a bilingual bridge between English-speaking clients and Spanish-speaking field teams to ensure accurate communication.
• Record video updates and participate in virtual meetings to provide a human, professional 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.
• Fluent or highly advanced Spanish communication skills.
• Proven ability to manage high volumes of client interactions and tasks using CRM or project management tools.
• Availability to work during core U.S. business hours.
• Comfort with being on camera for video updates and 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, or ClickUp.
• Experience using Loom or similar video communication tools.
• Experience working with bilingual field teams.

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 deep trust with our clients by providing world-class communication, extreme ownership, and reliable execution in an industry where details often get lost.