Client Success Specialist | Growth Path to Team Lead)

We are a growing residential cleaning company in the US looking for a proactive, people-focused Client Success Specialist to own the customer experience after every job. Your primary job is simple: make sure every client is happy before they have a reason to complain.

You will be the first call after every cleaning appointment. When things go right, you strengthen the relationship. When something fell short, you own the fix. Over time, you will help build and lead the team that does this at scale.

What You'll Do

Contact every client after each completed job — by phone, text, or email — to confirm they're satisfied with the work
Identify any concerns early, before they escalate into formal complaints
Handle complaints with empathy and professionalism, offering appropriate resolutions (re-cleans, credits, or refunds) within defined guidelines
Coordinate with the operations team when a job issue needs to be investigated
Follow up on every open issue until the client confirms it's resolved
Log all client interactions, feedback, and outcomes in GoHighLevel CRM
Spot patterns in feedback and report them to leadership with recommendations

Over time: build the scripts, processes, and training materials for a growing client success team

What We're Looking For
Clear, professional spoken and written English (voice recording required with application)
Warm, confident phone presence — you're comfortable making outbound calls and people enjoy talking to you
A proactive mindset — you don't wait for problems to come to you
Experience in customer service, client success, or a customer-facing role
Strong follow-through — every client interaction gets logged and every open issue gets closed
Reliable internet connection and a quiet workspace

Why This Role
You're not a complaint department. You're the reason clients feel taken care of and come back. As we grow, this role grows with you — we're building a team around this function and want the person who builds it with us to lead it.

Hours
Full-time, Monday through Friday, aligned to US Mountain Time business hours.

To Apply
Send your resume, a short description of how you've handled a difficult customer situation in the past, and a voice recording introducing yourself. Applications without all three will not be considered.