Client Success Lead – Customer Experience

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• You will engage with commercial clients via email, phone, text, client portals, CRM systems, video updates, and virtual meetings.

• You will be tasked with promptly and professionally addressing client messages.

• Providing clear updates before clients need to follow up with us.

• Communicating about delays, weather-related issues, scheduling adjustments, property concerns, and service notifications.

• Maintaining communication that is honest, calm, warm, and professional.

• When a client raises an issue, you will oversee the communication process until the matter is resolved.

• You will assist in ensuring the company has an organized system for monitoring client requests, property issues, service updates, and internal follow-ups.

⛳️ Requirements

• A minimum of 5 years in customer service, client success, account management, operations coordination, executive assistance, or client-facing administrative roles.

• At least 3 years of experience working directly with U.S.-based clients or companies.

• A minimum of 2 years in a remote position that required independent ownership and follow-up.

• Proficient in written and spoken English at a professional, client-facing level.

• Fluent or highly advanced Spanish communication skills.

• Demonstrated experience managing over 50 client/customer interactions, tickets, tasks, or follow-up items weekly.

• Proven ability to track issues using CRM, help desk, project management tools, spreadsheets, or similar systems.

• Capable of crafting clear client-facing updates with excellent grammar, structure, and tone.

• Comfortable recording video updates with yourself on camera.

• At ease participating in virtual client meetings.

• Comfortable making phone calls or voice calls as necessary.

• Strong organizational skills with a personal system for tracking tasks.

• Ability to identify problems, propose solutions, and follow through effectively.

• Must be available during core U.S. business hours.

🏝️ Benefits

• Bonus to be determined after a 90-day onboarding period, with a bonus range of 8000 USD every 12 months.