Client Success / Customer Experience Lead (remote from LATAM)
Scalesource · Full-time · Posted 1w ago
Do you think you are a fit for this role but decided not to apply? Please tell us why.
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.
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.
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.
You will communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings.
You will be responsible for:
The goal is not to sound fancy.
The goal is to be clear, useful, trustworthy, and fast.
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:
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.
This role requires leadership judgment.
You should be able to identify patterns and problems before they become bigger problems.
For example:
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.
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:
This role exists because “I think someone is handling it” is how businesses stay mediocre.
We are not doing that.
You must be comfortable on video.
This role may include:
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.
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:
Your English needs to be client-ready. Not “pretty good.” Not “I can get by.”
Client-ready.
We care a lot about fit. Skills matter, but mindset matters more.
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.
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.
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.
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.
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.
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.
You are winning in this role if:
Please do not apply unless you meet these requirements.
These are not all required, but they are a big plus.
You do not need to know all of these, but you need to be tech-comfortable and able to learn quickly.
If learning a new tool stresses you out, this is probably not your seat.
This role is perfect for someone who:
This role is not for someone who:
This is a leadership support role. You will have help, but you must bring brainpower, ownership, and urgency.
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.
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