Client Success & Customer Experience Lead (Remote)

About the role

We are a growing commercial landscaping company looking for a remote Client Success & Customer Experience Lead. You will own the end‑to‑end client communication process, ensuring issues are captured, tracked, and resolved quickly while keeping clients informed.

Key responsibilities

• Serve as the primary point of contact for all client inquiries, complaints, and requests.
• Capture, clarify, assign, and track every client issue in a systematic way.
• Coordinate with field crews and operations to drive timely resolution, aiming for 72‑hour turnaround.
• Provide proactive, transparent updates to clients throughout the resolution process.
• Maintain accurate client records and documentation of interactions.
• Identify recurring problems and suggest process improvements.

Required profile

• Bilingual English/Spanish with excellent written and verbal communication.
• Available to work during core U.S. business hours (mornings and early afternoons).
• Self‑starter who can organize chaos, chase answers, and follow through without micromanagement.
• Strong sense of ownership and accountability for client outcomes.

Required skills

What we offer

• Remote work via ScaleSource.
• Compensation: $1,250 USD/month for the first 90 days, then $1,500 USD/month.
• Performance bonus up to $8,000 USD annually.
• Opportunity to shape client experience in a fast‑moving service business.