Client Success / Customer Experience Lead

This job is open to candidates working remotely from anywhere Schedule: You must be available during core U.S. business hours, especially mornings and early afternoons when client, field, and operations communication is most active. Exact schedule will be discussed during the interview process Compensation: 1250 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 Commercial Landscaping Business | Remote via ScaleSource | Bilingual English/Spanish Do you think you are a fit for this role but decided not to apply? Please tell us why . About Us We are a growing commercial landscaping company serving property managers, HOAs, multifamily communities, retail centers, office parks, business owners, and other commercial clients. Yes, we mow grass, clean beds, trim shrubs, fix irrigation, handle seasonal color, and keep properties looking sharp. But the real business we are in is trust. Our clients are busy. They do not want to babysit their landscaping company. They do not want to send the same email three times. They do not want vague updates. They do not want “let me check on that” followed by silence. They want someone who owns the issue, communicates clearly, follows through, and makes their life easier. That is what this role is for. We are hiring a Client Success / Customer Experience Lead who can help us build a client experience that is way better than what most local service businesses deliver. This is a remote role through ScaleSource, but this is not a low-level assistant role. This is a leadership-level communication, execution, and follow-up seat. You will be expected to think, lead, solve, track, follow up, and make sure things actually get done. If you need to be told every step, this is not the role. If you see problems, organize chaos, chase answers, communicate clearly, and make sure the ball does not get dropped, you may be exactly who we need. The Big Picture Our standard is simple: No client should ever have to wonder where something stands. If a client has a question, complaint, issue, request, project update, scheduling concern, irrigation problem, billing question, or property concern, we need that item captured, clarified, assigned, tracked, updated, and completed. Our goal is that most client issues or requests are resolved within 72 hours or less. Next day is better. Same day is beautiful. But even when something cannot be solved immediately, the client should still receive clear, honest, proactive updates so they know we are on it. We do not need someone who says, “I passed the message along.” We need someone who says: “I found the issue, confirmed who owns it, tracked the next step, updated the client, followed up with operations, and confirmed it was completed.” That is the difference. Role Mission Your mission is to help us deliver world-class communication and client experience in a business where things move fast, weather changes plans, crews are in the field, clients have urgent needs, and details can easily get lost. You will be the person helping make sure they do not get lost. You will work between clients, field leadership, operations, admin, and ownership to make sure communication is clear and execution is tracked. You are not just answering emails. You are helping lead the customer experience. What You’ll Own 1. Client Communication You will communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings. You will be responsible for: Responding to client messages quickly and professionally Sending clear updates before clients have to chase us Explaining what happened, what we are doing, who is responsible, and when the next update will happen Communicating delays, weather issues, scheduling changes, property concerns, and service updates Making clients feel heard without overpromising nonsense we cannot deliver Keeping communication honest, calm, warm, and professional Making us feel like the most organized landscaping company they have ever worked with The goal is not to sound fancy. The goal is to be clear, useful, trustworthy, and fast. 2. Issue Ownership and 72-Hour Follow-Through When a client reports an issue, you do not just forward it and hope someone handles it. You own the communication loop until the item is completed. You will be responsible for: Capturing the issue clearly Asking good questions when the request is vague Confirming property, location, priority, photos, timing, and client expectation Assigning or escalating the issue to the correct internal person Tracking the status until completion Following up with operations or field leadership Updating the client proactively Confirming completion with notes, photos, or internal confirmation when possible Closing the loop so everyone knows the issue was handled Our standard is that client asks and issues should be completed or clearly moved forward within 72 hours whenever possible. If something will take longer, the client still gets a real update. No disappearing. No vague “checking on it.” No black holes. 3. Problem Identification and Solutions This role requires leadership judgment. You should be able to identify patterns and problems before they become bigger problems. For example: A client keeps asking about the same issue A property keeps having the same service complaint A crew keeps missing the same detail A work order is stuck with no update A client has not heard from us in too long A property manager seems frustrated even if they are being polite A process is clearly broken and causing repeat confusion Your job is not just to report problems. Your job is to help create solutions. You should be able to say: “Here is the issue I am seeing. Here is the pattern. Here is what I recommend we do. Here is who needs to own it. Here is how I will track it.” That is the level we need. 4. Execution Tracking You will help make sure the company has a clean system for tracking client requests, property issues, service updates, and internal follow-up. You will be responsible for: Creating and updating tasks Keeping CRM/client records clean Tracking open issues by client/property Maintaining follow-up dates and deadlines Confirming completion instead of assuming completion Helping leadership see what is open, stuck, urgent, or recurring Preparing simple weekly reports on client issues, aging items, completed items, and recurring concerns Making sure communication does not live only in someone’s memory, text thread, or random notebook This role exists because “I think someone is handling it” is how businesses stay mediocre. We are not doing that. 5. Video Updates and Client Meetings You must be comfortable on video. This role may include: Recording short Loom-style client updates Showing your face on camera while explaining an update Sharing your screen to walk through photos, notes, schedules, open items, or reports Joining virtual meetings with clients Joining internal team meetings Helping create a more human, clear, and professional client experience You do not need to be a news anchor. Actually, please do not be a news anchor. You need to be clear, confident, real, and professional. Clients should feel like there is a smart human being paying attention. 6. Bilingual Team Communication This role requires strong English and Spanish. You will often need to help communication flow between English-speaking clients or managers and Spanish-speaking field team members. You must be able to: Write excellent English emails and updates Speak clearly and professionally in English Communicate effectively in Spanish Clarify details between team members Translate or summarize information accurately when needed Avoid confusion caused by vague communication Your English needs to be client-ready. Not “pretty good.” Not “I can get by.” Client-ready. Our Core Values and Mindset We care a lot about fit. Skills matter, but mindset matters more. 1. FITFO — Figure It The Freak Out We need people who can think. You will not always have perfect instructions. That is real life. When something is unclear, we expect you to ask smart questions, look for context, make a recommendation, and keep moving. Not panic. Not disappear. Not wait three days for someone to spoon-feed the answer. Figure it out. 2. Own It Ownership means the problem does not have to be your fault for it to become your responsibility. If a client issue lands with you, you own the communication loop until it is closed. You do not get to say, “I sent it to operations” and wash your hands of it. You follow up. You track. You confirm. You close the loop. 3. Communicate Early and Honestly Bad news early is useful. Bad news late is expensive. We do not need perfect updates. We need honest updates. If something is delayed, say it clearly. If we made a mistake, communicate professionally. If you do not know yet, say what you are doing to find out and when the next update will happen. Clients can handle issues. They hate silence. 4. No Dropped Balls This role is for someone who hates loose ends. You should be the kind of person who gets mildly annoyed when tasks are floating around with no owner, no due date, and no follow-up plan. That annoyance is useful here. 5. Calm Is a Superpower Commercial landscaping can get messy. Weather happens. Crews run late. Clients get frustrated. Irrigation breaks. Properties get missed. Someone forgets to send photos. A manager needs an answer now. We need someone who stays calm, clear, and useful. Drama does not help. Ownership does. 6. Make the Company Better We are not hiring you to maintain broken systems. We are hiring you to help improve them. If you see a better way to track issues, communicate updates, organize client notes, or prevent repeat problems, speak up and help build it. What Success Looks Like You are winning in this role if: Clients feel informed, respected, and taken care of Client requests are usually resolved or meaningfully advanced within 72 hours Open issues are tracked clearly with owners, due dates, and next steps Clients receive proactive updates before they have to ask Operations knows exactly what clients need and what is urgent Recurring client issues are identified and escalated Leadership can quickly see what is open, stuck, completed, or becoming a pattern Client communication feels organized, human, and professional Nothing important gets lost in email, text, WhatsApp, CRM notes, or someone’s brain You make the business feel calmer, cleaner, and more accountable Required Qualifications Please do not apply unless you meet these 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 Preferred Qualifications These are not all required, but they are a big plus. 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 Tools You May Use You do not need to know all of these, but you need to be tech-comfortable and able to learn quickly. Gmail / Google Workspace Google Sheets CRM systems Jobber, Aspire, LMN, Service Autopilot, Yardbook, HubSpot, Monday.com, ClickUp, or similar platforms Loom or similar video recording tools Slack, WhatsApp, or other internal messaging tools Zoom / Google Meet QuickBooks or other invoicing systems Client portals or work order systems If learning a new tool stresses you out, this is probably not your seat. Who This Role Is Perfect For This role is perfect for someone who: Loves creating order out of chaos Takes pride in being the person who actually follows through Can handle a frustrated client without getting defensive Knows how to be warm without being fluffy Knows how to be direct without being rude Can manage a lot of moving pieces Notices when something feels off Is willing to chase an answer until the answer exists Can lead from a remote seat Wants to be part of building something much bigger and better than a normal landscaping company Who This Role Is NOT For This role is not for someone who: Needs to be told what to do all day Waits quietly when something is unclear Gets overwhelmed by multiple open tasks Avoids difficult conversations Is uncomfortable on camera Writes sloppy English Says “I’ll check on that” and then forgets Thinks forwarding a message counts as ownership Does not like systems, tracking, or follow-up Wants a simple inbox-only customer service job This is a leadership support role. You will have help, but you must bring brainpower, ownership, and urgency. How to apply We know your CV might not be up to date. Send what you have. You'll be asked a few questions. Specific, numbers-based answers are expected. This helps us filter the best candidates at early stages of the process. If you have the right experience and you put the effort, it will be noticed. Vague answers won't move forward. A short video submission might be required at the right stage of the process. Everyone gets a response within 24 business hours.