Client Success & Customer Experience Lead (Remote)

About the role

We are a growing commercial landscaping company seeking a proactive Client Success and Customer Experience Lead to own the end‑to‑end client journey. This remote position works closely with operations, field crews, and clients across the United States, ensuring clear communication and rapid issue resolution.

Key responsibilities

• Capture, clarify, assign, track, and resolve all client inquiries, complaints, and requests.
• Provide proactive updates to clients, aiming for same‑day or next‑day responses.
• Coordinate with operations to ensure tasks are completed and closed out.
• Maintain a dashboard of open issues and monitor resolution times (target 72 hours or less).
• Identify process gaps and propose improvements to enhance the client experience.

Required profile

• Strong ownership mindset – you see problems, organize chaos, and follow through.
• Excellent written and verbal communication in both English and Spanish.
• Comfortable working independently in a fast‑paced, weather‑dependent environment.
• Ability to manage multiple client issues simultaneously without missing details.

Required skills

• Bilingual proficiency: English and Spanish.

What we offer

• Initial compensation of $1,250 USD/month for the first 90 days, increasing to $1,500 USD/month thereafter.
• Performance‑based bonus up to $8,000 USD annually.
• Remote work flexibility with core U.S. business‑hour availability.
• Opportunity to shape client experience in a growing industry.