Customer Success Specialist
About ChapterChapter 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 OverviewThe 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.ResponsibilitiesConduct regular client check-ins via phone and emailAct as a communication bridge between clients and internal teamsGather and document client feedback throughout the project lifecycleIdentify recurring issues and opportunities for process improvementSupport project close-outs and post-completion follow-upsManage and grow Chapter’s client referral programMaintain a high standard of responsiveness and professionalismRequirements2–3 years of experience in customer service, hospitality, or client-facing rolesFluent in English, with strong verbal and written communication skillsComfortable speaking with clients on the phone dailyOrganized, reliable, and detail-orientedProactive mindset with strong follow-throughWhy Join ChapterExposure to high-end residential projectsDirect collaboration with project managers, designers, and leadershipOpportunity to grow responsibilities over timePerformance-based rewards through referrals