Client Success Lead | Remote | Bogotá

Job Description Client Success Lead

Position Type: Full-Time

Location: Remote

Apply here: https://operationsarmy.com/application

About The Role

Were hiring a Client Success Lead who will bridge communication between our clients and the talent supporting them. This role focuses on relationship-building, talent support, issue resolution, and ensuring day-to-day operations run smoothly.

If you have BPO experience, have handled client or team concerns, and are confident in your communication and leadership skills, this role is designed for you.

This is a mid-tier leadership role higher than a coordinator but lower than operations manager ideal for professionals seeking more responsibility without the salary expectations of senior management.

Key Responsibilities

Client Success & Communication

• Maintain regular communication with assigned clients to gather updates and feedback.
• Ensure client expectations are clearly communicated to talent.
• Build strong working relationships through transparency and consistent follow-up.
• Identify concerns early and offer proactive solutions.
  
  
  

Talent Alignment & Performance Support

• Guide talent through daily tasks, priorities, and quality expectations.
• Provide developmental feedback and coaching when needed.
• Monitor performance trends and address issues before escalation.
• Support talent during onboarding, role transitions, or workflow changes.
  
  
  

Operational Consistency

• Track deliverables and ensure workflows stay organized and on schedule.
• Keep SOPs updated and ensure talent follows them consistently.
• Help identify simple improvements to enhance team efficiency.
• Work with internal teams to resolve operational gaps.
  
  
  

Problem-Solving & Issue Handling

• De-escalate misalignments professionally and fairly.
• Maintain balanced communication between client and talent perspectives.
• Support both sides with clarity, respect, and a solutions-first mindset.
  
  
  

Who You Are

• Strong communicator with excellent English skills.
• Experienced in BPO, client-facing roles, team leadership, or customer success.
• Organized, calm, and confident managing multiple accounts.
• Empathetic leader who can guide talent while balancing client expectations.
• Able to stay composed during issues or stressful conversations.
  
  
  

Qualifications

• 2-5 years in BPO, account support, team lead, SME, or operations roles.
• Experience handling client communications or supervising staff.
• Ability to track multiple workflows and keep operations in order.
• Strong attention to detail and excellent follow-through skills.
  
  
  

Apply Now

https://operationsarmy.com/application