Customer Success Manager
Location: Remote – Latin America
Schedule: 8:00 AM – 7:00 PM Mountain Time - 4 days a week
Overview
We're looking for an experienced Customer Success Manager to oversee the daily operations of a fast-paced cleaning services business supporting residential, commercial, hospitality, and government clients across the U.S.
This is a true operations leadership role—not an administrative coordinator position. You'll own scheduling, client communication, workforce management, service quality, and daily operational decisions while leading a distributed team and ensuring exceptional service delivery.
Key Responsibilities
Lead daily service operations, ensuring schedules run smoothly across multiple client accounts.
Manage real-time scheduling, dispatching, cancellations, and workforce allocation using field service software.
Serve as the primary point of contact for clients and field staff via phone, email, WhatsApp, and messaging platforms.
Resolve operational issues, service escalations, and client concerns while maintaining high satisfaction.
Supervise, support, and coordinate a distributed team of housekeeping professionals throughout each shift.
Monitor attendance, time reporting, overtime, and payroll-related documentation.
Track quality metrics, inspections, complaints, and service performance to drive continuous improvement.
Maintain detailed shift handoffs and ensure seamless operational continuity between management teams.
Requirements
3+ years of experience in operations, service management, workforce scheduling, or customer success.
Experience managing large remote or distributed service teams (40+ employees preferred).
Fluent English and Spanish (spoken and written).
Strong experience with scheduling, dispatch, or workforce management platforms such as Jobber, Sling, ServiceTitan, Asana, or similar tools.
Comfortable handling multiple communication channels simultaneously, including phone, email, WhatsApp, and scheduling systems.
Strong understanding of operational workflows, scheduling, and customer service management.
Reliable remote work setup with high-speed internet and a quiet workspace.
Availability to work a rotating 4-days-on / 3-days-off schedule, including weekends and evening urgent coverage until 10:00 PM Mountain Time.
Nice to Have
Experience in the cleaning, hospitality, facilities management, or field services industry.
Familiarity with AI-powered quality assurance or operational reporting tools.
Experience tracking KPIs, inspections, quality assurance, or client satisfaction metrics.
Knowledge of U.S. customer service standards and luxury hospitality operations.
Why Join
Take ownership of a high-impact operations role where your decisions directly influence service quality, team performance, and customer experience while helping scale a growing remote operation.
