Client Success / Customer Experience Lead

About the role

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.

Responsibilities

• Communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings.
• Capture, clarify, assign, track, update, and complete client issues within 72 hours or less.
• Help identify patterns and problems, and create solutions to address them.
• Track and manage client requests, property issues, service updates, and internal follow-up.
• Create and update tasks, maintain follow-up dates and deadlines, and prepare simple weekly reports.
• Record and share short Loom-style client updates, show your face on camera, and join virtual meetings with clients.
• Help ensure communication flows between English-speaking clients/managers and Spanish-speaking field team members.

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 clearly and professionally.