Virtual Customer Success & Operations Manager

We're a growing window and door installation company in South Florida serving residential customers. We need a full-time Virtual Customer Success Manager to be the main point of contact for our customers from order through installation and beyond. You'll manage the entire post-sale experience: communicate with customers, coordinate schedules with installers, resolve issues, and build relationships that turn customers into repeat clients and referrals. YOUR RESPONSIBILITIES - Serve as primary customer contact via email, phone, and SMS throughout their project lifecycle - Manage project timelines and coordinate between customers and our installation team - Handle customer inquiries and concerns professionally; escalate complex issues when needed - Maintain organized records in our CRM system and Google Drive - Follow up post-installation to gather feedback and identify upsell/referral opportunities - Collaborate with installers, permitting team, and office staff - Identify inefficiencies and suggest process improvements WHAT WE'RE LOOKING FOR Essential: - 2+ years of customer service, customer success, or project coordination experience - Fluent in **English and Spanish** (written and verbal) - Excellent communication skills—clear, professional, calm under pressure - Ability to manage multiple projects simultaneously without losing details - Comfortable with CRM systems, email, Google Workspace, and basic project tools - Proactive mindset—you anticipate problems before they become issues - Reliable, detail-oriented, and takes ownership of results Nice-to-have: - Experience in home improvement, construction, or customer-facing sales roles - Familiarity with QuickBooks or accounting software - Experience with automation tools or project management platforms - Knowledge of permitting or HOA processes