Customer Success Coordinator

Overview We are hiring a Customer Success Coordinator for a small, founder-led company in the home modifications (aging-in-place) industry. This is a Full-Time remote role for a New Jersey, USA based client. The role is focused on guiding customers from estimate to installation, managing follow-ups, answering calls, maintaining the CRM pipeline, coordinating schedules, and assisting with light marketing. The ideal candidate is empathetic, proactive, highly organized, an excellent communicator, tech-savvy with CRM experience, and comfortable working US Eastern hours in a fast-moving environment.

Key Responsibilities

• Own the customer journey from estimate through installation, serving as the primary point of contact.
• Conduct timely follow-up calls, emails, and texts to answer questions, address cost concerns, and move opportunities to close.
• Answer inbound calls; capture and qualify new inquiries; schedule assessments and installations.
• Maintain accurate CRM records, tasks, and deal stages; build simple reports and dashboards.
• Coordinate with field operations/installer to confirm schedules, materials, and status updates.
• Prepare and send proposals, invoices, and service agreements as directed.
• Triage customer issues; resolve when possible and escalate appropriately to the operations lead.
• Track pipeline health and provide weekly summaries on leads, conversions, and customer feedback.
• Create and update SOPs, FAQs, and knowledge base content to improve consistency.
• Support light marketing tasks (e.g., review requests, basic email/SMS campaigns, and social/content updates) as capacity allows.

Required Qualifications

• 2–5+ years in customer success, customer support, sales coordination, or a similar client-facing role.
• 2+ years of experience working remotely and supporting a US-based team during Eastern Time hours.
• Proven phone etiquette, written communication, and relationship-building skills with empathy and persistence.
• 2+ years of hands-on CRM experience (preferably HubSpot) including data entry, task management, and reporting.
• Strong organizational skills and follow-through across multiple open opportunities and deadlines.

Preferred Qualifications

• Background in home services (e.g., plumbing, HVAC, electrical, remodeling) or field-service coordination.
• Familiarity with field service CRMs and scheduling (e.g., Jobber, Housecall Pro).
• Experience in an early-stage or small, founder-led company environment.

Required Skills & Tools

• HubSpot CRM (or similar CRM platform).
• VOIP phone systems and call/text tools (e.g., RingCentral, Zoom Phone, Grasshopper).
• Productivity tools: Google Workspace or Microsoft 365; strong spreadsheet skills.

Schedule & Pay

• Full-Time position; 9:00 AM–5:00 PM Eastern Time, Monday–Friday
• Fully remote role for a New Jersey, USA based client
• Pay ranges from $1,000-$1,500 per month based on experience and skill
• Includes product training, ongoing coaching, and growth potential as the company scales

System Requirements

• Internet speed of at least 20 Mbps upload and download
• Computer with a 2.4 GHz processor or higher
• 8 GB of RAM or higher
• Windows 10 or newer, or Mac OS X 10.10 or newer
• HD 720p webcam
• Headset with microphone

Benefits

• Competitive pay rates
• Consistent hours and predictable workload
• Fully remote work with long-term potential
• Direct collaboration with a founder-led team, making a real impact
• Supportive and inclusive work environment
• Opportunity to grow alongside a rapidly expanding home services company