Customer Success Rep

Customer Success Rep

Company: Neat N Tidy
Location type: Fully remote (quiet professional workspace with reliable high-speed internet). We are sourcing mostly from El Salvador.
Time zone / hours: Monday to Friday plus some weekend coverage, roughly 8:00 AM to 5:00 PM Mountain Time (MT). The CS shift typically starts at 8:00 or 9:00 AM MT. Early morning calls before that go to Ops.
Compensation: $700 to $800 USD per month (flat monthly fee, based on experience)
Employment type: Independent contractor, full-time commitment
Reports to: Director of Customer Success (Cole until that role is filled)

Short company intro

Neat N Tidy is a residential house cleaning company based in the Denver area. Our website is neatntidy.co. We book cleanings for US homeowners and send vetted, insured local cleaners to their homes. Customers reach us by phone, text, and email when they need to book, reschedule, ask a question, fix a card issue, or tell us something went wrong. You will be one of the people who answers them with clarity, warmth, and follow through.

The role

We are hiring a Customer Success Rep who handles day to day customer conversations from start to finish. You will take calls, texts, and emails for bookings support, reschedules, complaints, card issues, and follow ups. You will keep notes clean in our tools, resolve what you can on the first contact, and escalate clearly when something needs a manager. Until we hire a Director of Customer Success, you will report to Cole. After that, you will report to the Director and work as part of a small CS team.

What success looks like

- Customers get a fast, clear, friendly response on phone, text, and email
- Bookings changes and reschedules are entered correctly the first time
- Complaints are handled calmly, documented well, and closed with a real resolution
- Card and billing issues get fixed without leaving the customer guessing
- Follow ups happen when you say they will
- Your notes in BookingKoala, GoHighLevel, and Quo are complete enough that anyone on the team can pick up the thread

Responsibilities

1. Handle customer conversations

Answer inbound calls, texts, and emails from US homeowners. Help with booking questions, reschedules, cancellations, complaints, card declines, and general follow ups. Stay warm and professional even when the customer is frustrated. Confirm next steps out loud or in writing before you end the conversation.

2. Keep the schedule and records accurate

Update BookingKoala correctly for every change you make. Log the conversation and outcome in GoHighLevel so the rest of the company can see what happened. Use Quo for phone and text, and Slack to loop in Ops or your manager when needed. Incomplete notes create rework for everyone, so write like the next person will need your notes tomorrow.

3. Resolve issues and escalate cleanly

Solve what is inside your authority. When something needs a refund decision, a policy call, or a sensitive escalation, bring the full context to the Director of Customer Success (or Cole) with what the customer wants, what already happened, and your recommendation. Do not leave tickets hanging overnight without a note.

4. Protect the customer relationship

Recurring customers are the core of the business. When someone is unhappy after a clean, listen fully, apologize sincerely for the experience, and work the resolution path we give you. Stay inside company policy. Do not invent offers. Cleaners are insured, and we take quality seriously, so get the details right so Ops and the cleaner can fix what needs fixing.

5. Hit your daily volume and quality bar

CS is a high volume seat. Expect a steady mix of calls, texts, and emails through your shift. Keep first responses fast, keep your tone consistent, and close loops the same day whenever you can.

Requirements (must have)

- At least 1 year of customer service experience handling customers by phone
- Experience supporting US customers in English
- Comfortable handling 40 or more customer calls and texts in a day
- Prior CRM or ticketing experience (any major tool counts)
- Strong typing and clear written English for texts and emails
- Quiet workspace, reliable high-speed internet, and a backup plan
- Able to work the CS schedule in Mountain Time (MT) as your main full-time job
- At least 6 months of remote work experience in a professional role

Nice to haves

- Spanish (many of our cleaners speak Spanish)
- Home services, cleaning, or appointment based service experience
- Familiarity with Quo or OpenPhone, BookingKoala, GoHighLevel, or Slack
- Experience with card declines, reschedules, and complaint handling

How to apply

Submit your application and answer every screening question below. Short, specific answers beat long vague ones.

Location: Remote - El Salvador

Skills required for this job:

• Appointment scheduling
• Complaint management
• Customer relationship management (CRM)
• Customer service
• Home services
• Phone support
• Remote working
• Slack