This job is open to candidates working remotely from anywhereSchedule: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 processCompensation:**** USD/month first 90 days, **** USD/month after that.
Bonus to be established after 90 day onboarding, bonus range of **** USD every 12 monthsCommercial Landscaping Business | Remote via ScaleSource | Bilingual English/SpanishDo you think you are a fit for this role but decided not to apply?
Please tell us why .
About UsWe 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 PictureOur 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 MissionYour 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 Own1.
Client CommunicationYou 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 professionallySending clear updates before clients have to chase usExplaining what happened, what we are doing, who is responsible, and when the next update will happenCommunicating delays, weather issues, scheduling changes, property concerns, and service updatesMaking clients feel heard without overpromising nonsense we cannot deliverKeeping communication honest, calm, warm, and professionalMaking us feel like the most organized landscaping company they have ever worked withThe goal is not to sound fancy.The goal is to be clear, useful, trustworthy, and fast.2.
Issue Ownership and 72-Hour Follow-ThroughWhen 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 clearlyAsking good questions when the request is vagueConfirming property, location, priority, photos, timing, and client expectationAssigning or escalating the issue to the correct internal personTracking the status until completionFollowing up with operations or field leadershipUpdating the client proactivelyConfirming completion with notes, photos,



or internal confirmation when possibleClosing the loop so everyone knows the issue was handledOur 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.3.
Problem Identification and SolutionsThis role requires leadership judgment.You should be able to identify patterns and problems before they become bigger problems.For example:A client keeps asking about the same issueA property keeps having the same service complaintA crew keeps missing the same detailA work order is stuck with no updateA client has not heard from us in too longA property manager seems frustrated even if they are being politeA process is clearly broken and causing repeat confusionYour 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.4.
Execution TrackingYou 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:Creating and updating tasksKeeping CRM/client records cleanTracking open issues by client/propertyMaintaining follow-up dates and deadlinesConfirming completion instead of assuming completionHelping leadership see what is open, stuck, urgent, or recurringPreparing simple weekly reports on client issues, aging items, completed items, and recurring concernsMaking sure communication does not live only in someone's memory, text thread, or random notebookThis role exists because "I think someone is handling it" is how businesses stay mediocre.We are not doing that.5.
Video Updates and Client MeetingsYou must be comfortable on video.This role may include:Recording short Loom-style client updatesShowing your face on camera while explaining an updateSharing your screen to walk through photos, notes, schedules, open items, or reportsJoining virtual meetings with clientsJoining internal team meetingsHelping create a more human, clear, and professional client experienceYou 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.6.
Bilingual Team CommunicationThis 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:Write excellent English emails and updatesSpeak clearly and professionally in EnglishCommunicate effectively in SpanishClarify details between team membersTranslate or summarize information accurately when neededAvoid confusion caused by vague communicationYour English needs to be client-ready.
Not "pretty good."
Not "I can get by."Client-ready.Our Core Values and MindsetWe care a lot about fit.
Skills matter, but mindset matters more.1.
FITFO — Figure It The Freak OutWe 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.2.
Own ItOwnership 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.3.
Communicate Early and HonestlyBad 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.4.
No Dropped BallsThis 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.5.
Calm Is a SuperpowerCommercial 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.6.
Make the Company BetterWe 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.What Success Looks LikeYou are winning in this role if:Clients feel informed, respected, and taken care ofClient requests are usually resolved or meaningfully advanced within 72 hoursOpen issues are tracked clearly with owners, due dates, and next stepsClients receive proactive updates before they have to askOperations knows exactly what clients need and what is urgentRecurring client issues are identified and escalatedLeadership can quickly see what is open, stuck, completed, or becoming a patternClient communication feels organized, human, and professionalNothing important gets lost in email, text, WhatsApp, CRM notes, or someone's brainYou make the business feel calmer, cleaner, and more accountableRequired QualificationsPlease do not apply unless you meet these requirements.5+ years of customer service, client success, account management, operations coordination, executive assistant, or client-facing admin experience3+ years working directly with U.S.-based clients or U.S.-based companies2+ years working remotely in a role that required independent ownership and follow-upFluent written and spoken English at a professional, client-facing levelFluent or highly advanced Spanish communication skillsProven experience managing 50+ client/customer interactions, tickets, tasks, or follow-up items per weekProven experience tracking issues through a CRM, help desk, project management tool, spreadsheet, or similar systemAbility to write clear client-facing updates with strong grammar, structure, and toneComfortable recording video updates with yourself on cameraComfortable joining virtual client meetingsComfortable making phone calls or voice calls when neededStrong organization skills with a real personal system for tracking workStrong ability to identify problems, recommend solutions, and follow throughMust be available during core U.S. business hoursPreferred QualificationsThese are not all required, but they are a big plus.Experience in landscaping, construction, property management, home services, trades, field services, facilities management, or another service businessExperience supporting commercial clients or property managersExperience with work orders, service tickets, scheduling, estimates, invoicing, or job trackingExperience using Loom or similar video toolsExperience using CRMs, help desk systems, or project management softwareExperience creating client reports or leadership updatesExperience working with bilingual field teamsExperience improving a process, not just following oneTools You May UseYou do not need to know all of these, but you need to be tech-comfortable and able to learn quickly.Gmail / Google WorkspaceGoogle SheetsCRM systemsJobber, Aspire, LMN, Service Autopilot, Yardbook, HubSpot, Monday.com, ClickUp, or similar platformsLoom or similar video recording toolsSlack, WhatsApp, or other internal messaging toolsZoom / Google MeetQuickBooks or other invoicing systemsClient portals or work order systemsIf learning a new tool stresses you out, this is probably not your seat.Who This Role Is Perfect ForThis role is perfect for someone who:Loves creating order out of chaosTakes pride in being the person who actually follows throughCan handle a frustrated client without getting defensiveKnows how to be warm without being fluffyKnows how to be direct without being rudeCan manage a lot of moving piecesNotices when something feels offIs willing to chase an answer until the answer existsCan lead from a remote seatWants to be part of building something much bigger and better than a normal landscaping companyWho This Role Is NOT ForThis role is not for someone who:Needs to be told what to do all dayWaits quietly when something is unclearGets overwhelmed by multiple open tasksAvoids difficult conversationsIs uncomfortable on cameraWrites sloppy EnglishSays "I'll check on that" and then forgetsThinks forwarding a message counts as ownershipDoes not like systems, tracking, or follow-upWants a simple inbox-only customer service jobThis is a leadership support role.
You will have help, but you must bring brainpower, ownership, and urgency.How to applyWe 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.

📌 Client Success / Customer Experience Lead (Remote From Latam) (Xico)
🏢 Scalesource
📍 Xico