Director of Customer Success

Director of Customer Success

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: $1,000 to $1,200 USD per month (flat monthly fee, based on experience).
Employment type: Independent contractor, full-time commitment
Reports to: Cole, Founder
Leads: A small Customer Success team (growing with the business)

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 find us online, reach us by phone, text, or email, and our Customer Success team is often the voice they hear when something needs fixing, changing, or following up.

Recurring service is the heart of the business. Keeping customers happy, resolving issues quickly, and protecting those recurring relationships is what this role is built around. You will own that work as the leader of the CS team.

The role

We are hiring a Director of Customer Success who leads a small remote CS team and owns the customer experience after the sale. You will coach the team every week, own our CS KPIs, handle escalations personally when needed, write and improve SOPs, and report clearly to Cole. This is a hands-on leadership role. You will still jump into hard tickets and tough calls yourself, and you will be measured by how the whole team performs, not only by your own inbox.

What success looks like

You own these outcomes and report on them regularly:

- Response time: customers hear back quickly on phone, text, and email
- CSAT and reviews: review scores and customer satisfaction stay high and keep improving
- Complaint resolution: issues get solved completely and on time, with clear notes and follow through
- Retention and recurring customers: more customers stay on recurring plans, and fewer cancel after a bad experience
- Refunds and credits: refund and credit volume stays under control, with clear reasons and learning from patterns

Responsibilities

1. Lead and coach the CS team

Run weekly 1:1s with each CS rep built on their numbers, real tickets, and call or message examples. Coach one behavior at a time, model the better version, and check that it stuck on the next live interactions. Give same-day feedback in Slack. Keep a simple development plan for each rep. Recognize wins publicly. Address underperformance early with clear targets and a deadline. Cover for the team when someone is out and step into overflow when volume spikes.

2. Own CS KPIs and reporting

Review the prior day's numbers at the start of every working day. Know each rep's response times, open tickets, complaint outcomes, and refund or credit activity before being asked. Send a clear weekly report to Cole covering results against target, what you coached, what changed, and what comes next. Diagnose problems by cause (booking errors, cleaner no-shows, card declines, communication gaps) and fix the process, not just the ticket.

3. Handle escalations

Take ownership of escalated complaints, refund disputes, and sensitive customer situations. Stay calm, get the full story, decide within your authority, and escalate to Cole only when the decision is above your limit or sets a new policy. Document what happened and update the relevant SOP so the same issue is easier next time.

4. Build and maintain SOPs

Write clear, short SOPs for the work CS does every day: bookings changes, reschedules, cancellations, complaints, card issues, follow ups, and refund or credit requests. Keep SOPs current when tools or policies change. Train the team on every update and verify they are following it.

5. Protect retention and recurring revenue

Treat every complaint and every shaky recurring customer as a chance to save the relationship. Partner with Ops and Sales so what customers were promised matches what gets delivered. Spot patterns early (same cleaner issues, same market friction, same card failure types) and bring them to Cole with a recommendation, not only a problem.

6. Run the CS tools well

Work fluently in Quo for phones and texts, BookingKoala for bookings, GoHighLevel for CRM, and Slack for internal communication. Keep records accurate and searchable. Use AI tools weekly to draft replies, summarize tickets, prepare coaching, and spot patterns, then verify anything that touches a customer or a number before you act on it.

7. Standards and judgment

Hold company policy on refunds, credits, and make-goods. Make routine customer decisions on your own. New policy, large credits, or anything that changes how we treat a whole class of customers goes to Cole. Own mistakes quickly, fix them, and write the fix into the SOP.

Requirements (must have)

- 3+ years in customer service or customer success, including 2+ years managing a team of 3 or more people
- Experience supporting US customers by phone, text, and email
- A track record of tracking KPIs such as response time, CSAT or reviews, complaint resolution, retention, and refunds or credits on a daily or weekly cadence
- Experience writing SOPs and training a team to follow them
- At least one clear example of reducing complaints, refunds, or cancellations, with before and after numbers
- Fluent spoken and written English (customers are US homeowners)
- Comfortable using AI tools weekly at work today
- Quiet professional workspace, reliable high-speed internet, and a backup internet or power plan
- Able to work the CS schedule in Mountain Time (MT) as the main full-time job
- Willing and able to provide professional references

Nice to haves

- Home services, cleaning, field service, or other service business experience (preferred, does not disqualify)
- Spanish (many of our cleaners speak Spanish)
- Experience with Quo or OpenPhone, BookingKoala, GoHighLevel or similar CRM, and Slack
- Leading remote teams in Latin America, especially El Salvador
- Building simple QA scorecards or coaching routines for a small CS team

How to apply

Along with your resume, be ready to answer the screening questions below carefully. Senior applicants who give specific numbers, real examples, and clear thinking will stand out.

Location: Remote - El Salvador

Skills required for this job:

• Complaint resolution
• Customer relationship management (CRM)
• Customer retention
• Customer service
• Customer success
• KPI tracking
• Quality assurance (QA)
• Remote Team Management
• SOP development
• Slack
• Team management
• Training