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Customer Experience
Client Success Specialist
Remote — USA & Canada Full-time · Remote Monday–Friday, 40 hours per week with flexible start times US Eastern or Pacific business hours
$44k – $66k / yr
About the role
Stay beside the customer from deposit to move-in day, making sure the promise we sold is the experience they receive.
What you'll do
- Own a portfolio of 40–60 active customer journeys
- Run proactive check-in calls at each delivery milestone
- Resolve delivery, documentation and warranty concerns end to end
- Collect testimonials and referrals from happy customers
- Flag at-risk accounts to management with a recovery plan
- Report satisfaction scores and churn reasons monthly
- Respond to inbound customer enquiries by phone, email and live chat within agreed response times
- Log every customer interaction accurately in the CRM with clear, searchable notes
- Escalate complex or sensitive cases to the correct specialist and track them to resolution
- Follow up on open tickets daily so no customer is left without an update
- Contribute to and maintain internal help articles and canned responses
- Report recurring customer issues and product gaps to the operations team
Required qualifications
- 2+ years in customer success or account management
- Legally authorised to work in the country or region you are applying from
- Professional, dependable and comfortable working to clear standards
Nice to have
- Experience with post-sale logistics or construction timelines
- Experience working with international customers
- Previous experience in a fast-growing company
Skills we look for
Written and verbal communicationEmpathy and de-escalationCRM / helpdesk softwareTyping 45+ WPMProblem solving
Benefits & perks
- Paid training and onboarding
- Weekly pay with direct deposit
- Home-office equipment stipend
- Paid time off and public holidays
- Performance bonuses
- Internal promotion pathway
Training provided
Two-week paid onboarding covering our products, delivery process, systems and customer standards, followed by ongoing coaching and monthly skills sessions.
Career growth
Clear progression path with performance reviews every six months. Most of our team leads and managers were promoted internally within 18 months.
Darrell Wilde Estate is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for every employee, regardless of race, colour, religion, gender, gender identity, national origin, disability, age or veteran status.