Overview

Remote Customer Experience Manager Jobs in Costa Rica at Neat N Tidy

Title: Remote Customer Experience Manager

Company: Neat N Tidy

Location: Costa Rica

Neat N' Tidy LLC is a fast-growing residential and commercial cleaning company with operations across Denver, Chicago, Charlotte, Seattle, Phoenix, Boston, Miami and DMV. We operate seven days a week (6 AM to 10 PM MT) with a focus on delivering consistent, high-quality service and exceptional customer experiences.

We're process-driven, automation-enabled, and data-oriented, but at the heart of our success are our people. We hold ourselves to a hospitality standard, not a cleaning standard. The experience our customers receive should feel closer to a stay at the Four Seasons than a vendor transaction. The Customer Experience Manager is the person who makes that real, every day, across every market.

Location: 100% Remote

Compensation: $7.00 to $11.00 USD per hour, full time, with one weekend day

Who You Are

You've built your career in five-star hospitality. Maybe you've worked in guest services at a Four Seasons, front office at a Ritz-Carlton, VIP relations at a Mandarin Oriental, Rosewood, Auberge, or St. Regis, or guest experience at a luxury resort, private club, or boutique luxury brand. You understand that true luxury is not marble lobbies or champagne on arrival. It's the discipline of anticipating a guest's needs before they're spoken, recovering from service failures so gracefully the guest leaves more loyal than before, and personalizing every interaction at scale.

You're ready to take that craft out of a hotel and apply it remotely to a fast-growing US company that's bringing five-star hospitality standards to an industry that has never seen them before.

Role Overview

The Customer Experience Manager (CXM) owns the entire customer journey at Neat N' Tidy, from the first phone call to the final clean. This role exists to reduce cancellations, increase retention, and turn one-time customers into long-term recurring clients by systematically applying luxury hospitality principles to every customer touchpoint.

This is not a support role. The CXM thinks at the systems level: identifying patterns, fixing root-cause issues, building SOPs, training the team, and translating five-star service philosophy into repeatable operations. You are the architect of how 10,000+ customers experience our brand across 8 US markets, working remotely alongside a distributed leadership team.

Key Responsibilities:

🎯 Customer Journey Ownership

  • Own the end-to-end customer experience across all 8 markets, from first contact through cancellation, win-back, and long-term retention.
  • Map every customer touchpoint (sales call, booking confirmation, day-of reminders, day-of clean, post-clean follow-up, complaint resolution) and identify friction points.
  • Apply luxury hospitality service principles (anticipatory service, personalization, the LEARN/HEAT/LAST recovery models, glitch reporting) to a home-services business.
  • Audit and improve handoffs between Sales, Operations, and Provider teams to eliminate dropped balls.
  • Act as the voice of the customer in every internal conversation.

✨ Five-Star Service Standards

  • Define and codify what "luxury-grade service" means at Neat N' Tidy. Build the standards manual.
  • Build personalization systems so every recurring customer feels remembered (preferred cleaner, products, special requests, household details, family pets, scheduling preferences).
  • Design recovery protocols for service failures that turn complaints into loyalty moments.
  • Establish proactive outreach cadences for VIP and high-value recurring clients.
  • Create surprise-and-delight programs for customer milestones (anniversaries, birthdays, holidays, life events).

📊 Retention & Cancellation Reduction

  • Analyze cancellation data weekly to identify root-cause trends (provider quality, communication gaps, pricing objections, scheduling friction).
  • Partner with Operations to fix the upstream issues driving churn.
  • Design and launch retention plays for at-risk recurring clients before they cancel.
  • Lead win-back initiatives for recently churned customers.
  • Set and hit monthly retention and churn-reduction targets.

⭐ Google Reviews & Online Reputation

  • Own Google review strategy across all 8 markets. Drive both volume and quality of reviews.
  • Build systematic post-clean review request flows that ask happy customers at the right moment.
  • Monitor and respond to every Google, Yelp, and Facebook review, positive or negative, within 24 hours.
  • Turn negative reviews into recovery wins through outreach, problem resolution, and follow-up.
  • Identify recurring themes in reviews and feed them back into operational improvements.

🛠 Systems, SOPs & Team Leadership

  • Build, document, and maintain SOPs for all customer-facing functions (CSR team, complaint handling, refund policy, escalation paths, recovery protocols, VIP handling).
  • Manage and coach the Customer Service Representative team remotely. Set expectations, review performance, run weekly 1:1s over Zoom and Slack.
  • Train every CSR in five-star hospitality language, tone, and recovery technique.
  • Run weekly customer experience reviews covering complaints, escalations, refund cases, and review trends.
  • Ensure consistent, hospitality-grade service standards across all 8 markets.

📣 Build a Voice of Customer Program

  • We do not currently run NPS or CSAT programs. Building them out is part of this role.
  • Design and launch a post-clean feedback system that captures real customer sentiment without survey fatigue.
  • Build closed-loop feedback workflows: complaint, root cause analysis, systemic fix, verification.
  • Deliver weekly executive reports on retention, churn drivers, review scores, and CX initiatives.
  • Partner with Marketing to amplify positive customer stories and testimonials.

🤝 Cross-Functional Collaboration

  • Partner with the Operations Manager on provider quality issues that drive customer complaints.
  • Partner with Sales on first-clean handoff, expectation setting, and onboarding experience.
  • Partner with Recruiting on provider quality standards based on customer feedback patterns.
  • Escalate systemic issues to leadership with data-backed recommendations.

📈 Performance & KPIs

Primary KPIs (the numbers we judge this role by today):

  • Recurring Retention Rate (Goal: Increase month-over-month, +5% YoY)
  • Cancellation Rate (Goal: Reduce by 25% in Year 1)
  • Google Review Average (Goal: 4.7+ across all 8 markets)
  • Google Review Volume (Goal: Steady month-over-month growth across all markets)
  • Cleans Saved from Cancellation (Goal: 60% or higher)
  • Refunds Issued % of Revenue (Goal: Low and declining)
  • Response Time to Customers (Goal: Under 5 minutes via Slack/Zoho Desk)

Build Targets (you will design and launch these in the role):

  • Post-clean feedback / Voice of Customer program
  • NPS measurement and reporting cadence
  • VIP customer program

Qualifications

  • 2+ years in five-star hospitality or ultra-premium service operations. Strong preference for alumni of:
  • Four Seasons Hotels & Resorts
  • The Ritz-Carlton Hotel Company
  • Mandarin Oriental
  • Rosewood Hotels & Resorts
  • Auberge Resorts Collection
  • St. Regis Hotels & Resorts
  • Park Hyatt / Andaz
  • Belmond
  • Aman Resorts
  • JW Marriott Luxury Collection
  • Edition Hotels
  • One&Only Resorts
  • Nobu Hotels
  • Equivalent ultra-luxury private clubs, yacht charters, private aviation, or concierge brands (Quintessentially, Knightsbridge Circle, etc.)
  • Prior experience coaching, training, or leading a customer-facing team is a strong plus, even if not in a formal manager title.
  • Native or near-native English (written and spoken). You'll be reviewing US customer calls, emails, and reviews daily.
  • Proven track record of measurably improving guest satisfaction, retention, or online review scores in a previous role. Bring examples and numbers.
  • Strong analytical skills. Comfortable pulling reports, building dashboards, and finding the story in the data.
  • Comfort working 100% remotely with a distributed team. Self-disciplined, organized, strong written communication.
  • Experience using tools such as BookingKoala, Zoho Desk, Slack, Google Sheets, or any modern CRM and ticketing platforms.
  • Systems thinker. Fixes processes, not just symptoms.
  • Ability to work U.S. hours (MT time zone overlap).
  • Weekend availability required.
  • Candidates from cleaning industry, BPO, or general call-center backgrounds without five-star hospitality experience will not be considered.

Personality & Work Style

  • Operates with a five-star hospitality mindset. Every interaction is a chance to exceed expectations, not just meet them. Believes service is a craft, not a job.
  • Naturally empathetic and guest-first, with the analytical mindset to scale that empathy across thousands of customers.
  • Anticipatory by nature. Sees what the guest needs before they ask.
  • Operates with an ownership mentality. Identifies problems, designs solutions, and drives execution end-to-end.
  • Strong leader and coach. Gets the best out of the team without micromanaging.
  • Calm under pressure, confident in communication, and emotionally intelligent.
  • Thrives in a remote work environment without needing constant supervision.
  • Direct, decisive, and data-driven. No fluff, no excuses.
  • Aligned with Neat N' Tidy's core values: Accountability | Ownership | Continuous Improvement.

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