Customer Success Specialist (LATAM)

Customer Success Specialist

Chapter — Remote (Latin America)

Experience Required: 2+ years in client-facing roles

Project Type: Residential renovation high-end clients

About Chapter

Chapter is a full-service design-build firm specializing in high-end residential renovations. We manage the entire renovation process under one roof, with a strong focus on communication, organization, and client experience.

Role Overview

The Customer Success Specialist is a communication-focused, client-facing role responsible for supporting clients throughout their renovation journey. This position serves as a key point of contact and helps ensure clients feel informed, supported, and taken care of at every stage of the project.

Client feedback is actively collected, analyzed, and shared internally to improve systems, processes, and team training. Clear communication, follow-up, and attention to detail are essential to success in this role.

In addition, Customer Success manages Chapter’s referral program by maintaining relationships with current and past clients, encouraging referrals, and helping generate new business. Successful referrals will directly reward this position.

This role is ideal for someone who is naturally personable, confident speaking with clients, and takes pride in delivering a high-quality experience.

Location & Requirements

This is a remote role based in Latin America. This is a full-time role (40 hours/week)

Working hours are aligned with US Eastern Time (EST), Monday through Friday.

Candidates must have a reliable internet connection and a professional remote setup.

Responsibilities

• Conduct regular client check-ins via phone and email

• Act as a communication bridge between clients and internal teams

• Gather and document client feedback throughout the project lifecycle

• Identify recurring issues and opportunities for process improvement

• Support project close-outs and post-completion follow-ups

• Manage and grow Chapter’s client referral program

• Maintain a high standard of responsiveness and professionalism

Requirements

• 2+ years of experience in customer service, hospitality, or client-facing roles

• Fluent in English, with strong verbal and written communication skills

• Comfortable speaking with clients on the phone daily

• Organized, reliable, and detail-oriented

• Proactive mindset with strong follow-through

Why Join Chapter

• Exposure to high-end residential projects

• Direct collaboration with project managers, designers, and leadership

• Opportunity to grow responsibilities over time

• Performance-based rewards through referrals