Customer Success Manager

About the role

Globaltize is seeking a Customer Success Manager to lead daily operations for a fast‑growing cleaning services business serving residential, commercial, hospitality, and government clients across the United States. This remote, full‑time position combines operational leadership with client relationship management.

Key responsibilities

• Oversee daily service schedules, dispatch, cancellations, and workforce allocation using field‑service software.
• Act as the primary point of contact for clients and field staff via phone, email, WhatsApp, and other messaging platforms.
• Resolve operational issues, service escalations, and client concerns while maintaining high satisfaction scores.
• Supervise and coordinate a distributed team of housekeeping professionals, monitoring attendance, time reporting, overtime, and payroll documentation.
• Track quality metrics, inspections, complaints, and performance data to drive continuous improvement.
• Maintain detailed shift handoffs to ensure seamless operational continuity.

Required profile

• 3+ years of experience in operations, service management, workforce scheduling, or customer success.
• Experience managing large remote or distributed teams (40+ employees preferred).
• Fluent in spoken and written English and Spanish.
• Reliable remote work setup with high‑speed internet and a quiet workspace.
• Willingness to work a rotating 4‑days‑on / 3‑days‑off schedule, including weekends and evenings as needed.

Required skills

• Proficiency with scheduling and dispatch platforms such as Jobber, Sling, ServiceTitan, or Asana.
• Comfortable using WhatsApp and other multi‑channel communication tools.
• Strong understanding of operational workflows, workforce management, and continuous improvement practices.

What we offer

• Opportunity to shape service quality and scale a growing remote team.
• Competitive compensation (candidate provides expected salary).
• Fully remote work environment based in Costa Rica.