Client Success, Customer Experience Lead

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ScaleSource

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

ScaleSource is a remote staffing and hiring platform that connects U. S. employers with vetted international, timezone-aligned professionals for long-term roles. The company focuses on dedicated, reliable team members (not freelancers or temps), offering candidate sourcing, vetting, and payroll/administrative support to simplify hiring and reduce costs. ScaleSource positions itself as a B2B solution for businesses seeking scalable, remote talent and ongoing team growth.

📋 Description

• Communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings. • Respond to client messages quickly and professionally. • Send clear updates before clients have to chase us. • Explain what happened, what we are doing, who is responsible, and when the next update will happen. • Communicate delays, weather issues, scheduling changes, property concerns, and service updates. • Make clients feel heard without overpromising nonsense we cannot deliver. • Keep communication honest, calm, warm, and professional. • Make us feel like the most organized landscaping company they have ever worked with. • Own the communication loop until the item is completed. • Ensure client asks and issues are handled promptly, aiming for resolution or meaningful advancement within 72 hours. • Help track client requests, property issues, service updates, and internal follow-up. • Record video updates and join virtual client meetings as needed. • Facilitate communication between English-speaking clients 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 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.