Customer Leader

Customer Leader — Bilingual English/SpanishMaid Brigade | North White Plains, NYWhen someone trusts us with their home, we have to keep earning it.That starts with the first sales conversation and continues through every cleaning, phone call, and schedule change. We’re looking for a Customer Leader who takes responsibility for that experience, notices where it falls short, and brings people together to improve it.Why Maid Brigade ExistsWe believe a clean home is fundamental to a family’s health and well-being. That belief shapes how we train, how we deliver service, and how we show up for customers.Our customers invite us into their homes and make us part of their routines. They count on us to make life easier. We take that responsibility seriously.Thirty Years In—and Still BuildingMaid Brigade is a family-owned business with 30 years of roots in our community. We have loyal customers, a strong reputation, and an ambitious vision for what comes next.We’re investing in our people, improving our systems, and building the leadership team to support our growth. You’ll have a foundation to work with and room to make it better.Respect for the Work Comes FirstOur cleaning professionals do skilled, demanding work that makes a real difference in people’s lives. Our office staff coordinates the details that make that service possible.You’ll need to respect their work, listen to their perspectives, and work alongside them to deliver a customer experience we can all stand behind. Being able to communicate clearly in both English and Spanish is essential.What We Mean by Customer LeadershipYou’ll be responsible for our customers’ experience, working closely with Sales and Operations to make sure we deliver what we promise.That means helping Sales set clear expectations and capture the right information, making sure Operations understands what matters to each customer, and following through when something needs attention. You’ll stay close to the daily work while identifying patterns and fixing recurring problems.Initially, you’ll work through our existing teams to strengthen communication and improve how we serve customers. As the business grows, you’ll help determine what additional customer service support is needed and build the case for it based on workload, results, and cost.Good Judgment and Clear BoundariesYou’ll need to be comfortable explaining our policies, holding boundaries, and having direct conversations about what’s reasonable. Keeping a customer happy doesn’t mean agreeing to every request, offering a credit whenever someone complains, or making promises our team can’t deliver.Listen carefully, understand the situation, and explain our position clearly and respectfully. Know when consistency matters and when an exception makes sense. Our policies should support fair decisions without becoming a substitute for thinking.We want customers to trust and respect us. You’ll help earn that through honest communication, fair treatment, and doing what we say we’ll do.Now the Practical StuffTitle: Customer LeaderLocation: In-office, North White Plains, NYCompensation: $70,000–$90,000 base salary, depending on experience, plus a performance-based bonus.Language requirement: Bilingual English/Spanish required, with the ability to communicate confidently with customers, cleaning professionals, and office staffSchedule: 8 AM to 4:30 PMExperience: You’ve taken responsibility for customer outcomes and can point to results. You know how to handle difficult conversations, coach people, and get people across departments working together. Experience in a recurring service business or building a customer service team is valuable.You’re comfortable running reports, working with spreadsheets, and using data to make decisions. You can learn our business software, check the accuracy of the information, and explain what the numbers mean.This is a hands-on role. You’ll speak with customers, work through concerns, review reports, and coordinate with our owners and the people responsible for Sales, Marketing, and Operations. Your ownership and autonomy will expand as you learn the business.The Three Things You’ll Own1. Increase Customer Retention and Lifetime Value.Build lasting relationships so customers continue choosing Maid Brigade year after year. Make sure new customers get off to a good start and longtime customers continue to feel valued. Recognize and address concerns before they become reasons to leave.Work with Operations to resolve service issues, keep customers informed, and follow through on commitments. Make sure preferences and expectations are accurately documented, and that someone is responsible for each next step.Run reports to track customer attrition, longevity, and lifetime value. Verify the numbers, investigate cancellations and their reasons, and address patterns behind preventable losses. Give the first 90 days particular attention while staying connected to established customers.Own and improve our Sparkle Rewards loyalty program. Make sure customers understand their benefits and that rewards are easy to redeem and delivered as promised. Track participation and redemption, evaluate whether the program helps customers stay longer, and recommend improvements.2. Strengthen Customer Relationships Through Feedback.Build a thoughtful approach to staying in touch so customers feel cared for and have easy ways to tell us how we’re doing. Use scorecards, personal check-ins, and everyday conversations without making people feel pressured to complete a survey after every visit.We send a scorecard after every cleaning, but relatively few customers respond. Improve participation while recognizing that silence doesn’t necessarily mean a customer is happy.Take responsibility for closing the loop: acknowledge feedback, get concerns to the right person, and follow through with the customer. Share recognition with our team and identify recurring issues that need attention.Track how many customers we’re hearing from, whether concerns are resolved, and what we’re learning.3. Grow Customer Reviews and Video Testimonials.Build and manage an improved process for inviting honest public reviews on Google and social media, along with video testimonials. Make it easy for customers to share their experiences, including updating an earlier review as their relationship with us continues.Work with Marketing to coordinate requests, respond to reviews, and use testimonials with customer permission. Keep outreach personal and thoughtful so customers feel appreciated rather than pressured.The initial goal is 20 new or updated public reviews and two video testimonials per month, with progress tracked weekly. Review these targets after the first 90 days, and use recurring feedback themes to help improve service.How We’ll WorkTogether, we’ll establish reliable baselines and clear targets for your Big Three. Your first priorities will include verifying our retention reporting and identifying the most meaningful opportunities to improve.You’ll maintain a weekly scoreboard, with monthly reviews of attrition and longer-term trends. Bring more than the numbers: explain what’s changing, what you think is causing it, and what you recommend we do.We’ll focus on a few meaningful improvements each quarter and track their results. You’ll establish practical processes, clear expectations, and training that helps our team make good decisions without every issue coming back to the owners.You’ll Be a Good Fit IfYou’re warm, direct, and comfortable being accountable for results.You communicate confidently in both English and Spanish.You can handle a difficult conversation without becoming defensive or making promises we can’t keep.You bring people together and get things done, including when they don’t report to you.You notice loose ends and follow through.You’re comfortable with technology and learning new systems that help you work more effectively.You enjoy learning, welcome feedback, and are willing to try better ways of doing things—even when the old way feels familiar.You’re curious about what’s behind both customer feedback and the numbers.You balance customer needs, employee respect, and the health of the business.To ApplyEmail your résumé to robin@maidbrigade.cleaning with a short note answering this:Tell us about a customer result you were responsible for improving. What was happening, what did you change, and how did you measure the outcome? Include numbers where you can.Please also tell us about your experience coaching people or building a team, and how you’ve used English and Spanish in your work.Skip the generic cover letter. We’re interested in how you think, how you work with people, and what you’ve owned.