Client Success / Customer Experience Lead (remote Honduras/Nicaragua/Guatemala)

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

Compensation: 1250 USD/month first 90 days, 1500 USD/month after that. Bonus to be established after 90 day onboarding, bonus range of 8000 USD every 12 months

Commercial Landscaping Business | Remote via ScaleSource | Bilingual English/Spanish

Do you think you are a fit for this role but decided not to apply? Please tell us why .

About Us

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.

The Big Picture

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.

Role Mission

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.

What You’ll Own

1. Client Communication

You will communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings.

You will be responsible for:

Responding to client messages quickly and professionally

Sending clear updates before clients have to chase us

Explaining what happened, what we are doing, who is responsible, and when the next update will happen

Communicating delays, weather issues, scheduling changes, property concerns, and service updates

Making clients feel heard without overpromising nonsense we cannot deliver

Keeping communication honest, calm, warm, and professional

Making us feel like the most organized landscaping company they have ever worked with

The goal is not to sound fancy.

The goal is to be clear, useful, trustworthy, and fast.

2. Issue Ownership and 72-Hour Follow-Through

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:

Capturing the issue clearly

Asking good questions when the request is vague

Confirming property, location, priority, photos, timing, and client expectation

Assigning or escalating the issue to the correct internal person

Tracking the status until completion

Following up with operations or field leadership

Updating the client proactively

Confirming completion with notes, photos, or internal confirmation when possible

Closing the loop so everyone knows the issue was handled

Our standard is that client asks and issues should be completed or clearly moved forward…