Client Success & Operations Lead

1. ABOUT THE ECOSYSTEM & OPPORTUNITY

Arc Group operates a fast-growing, high-impact US business ecosystem demanding a strict New York standard of excellence. Our portfolio includes:
Arc Remote: A specialized B2B remote staffing agency placing, integrating, and managing elite Philippine talent for US small businesses.
Kipkeh Media: A high-volume, rapidly growing WhatsApp-based media network for a highly engaged local community (currently supported by a 3-person PH operations team).
SetCo: A corporate entity formation desk.
We are looking for a hungry, high-EQ Client Success & Operations Lead. We don’t want a passive spreadsheet manager or a typical VA. We are looking for a hardened US BPO veteran (5+ years experience) who can flawlessly manage high-value US clients on the front end, while actively managing our PH back-office execution team on the back end.

2. WHAT YOU WILL DO

Arc Remote Client Success (Front-End): You are the face of Arc Remote post-sale. You will conduct Zoom kickoff calls, lead 14-day client check-ins, resolve onboarding friction, and maintain absolute account retention with zero churn.
Team Leadership & Accountability (Back-End): You will step in as the direct manager for our 3-person PH media operations team (Kipkeh). You will lead daily team standups, perform quality assurance on daily content/reports, enforce SOP compliance, and deliver direct, professional feedback.
Agile Operational Execution: We move fast, and we often build the plane while flying it. You must be highly flexible, able to execute newly drafted SOPs from our Chief of Staff, and comfortable jumping into live WhatsApp triage for incoming SetCo/Kipkeh leads when things get busy.
Executive Unburdening: Your ultimate KPI is protecting the CEO's time from playing "middle manager" to the PH team and handling routine client onboarding.

3. SKILLS & QUALIFICATIONS

US BPO / Client Management Experience: 5+ years in BPO Client Success, Account Management, or Team Lead roles directly handling US accounts.
Flawless American English (Strict): Exceptional written and spoken English with a natural, accent-neutral American pronunciation. You must project authority and executive polish on client Zoom calls.
High EQ & People Management: You know how to hold a team accountable. You can give direct, constructive feedback to subordinates who might get defensive, and you can de-escalate frustrated clients without losing composure.
High-Agency Flexibility: You do not wait for step-by-step instructions. You see operational friction, adapt, and keep systems moving smoothly.

4. COMPENSATION & CAREER GROWTH

Monthly Salary: $1,300 – $1,700 USD / month (Scaled strictly to capabilities and experience).
Reliable Payments: Secure, predictable weekly processing via Wise.
Long-Term Trajectory: This role is designed for growth. As our ecosystem scales, you will have a direct path to grow into a Senior/Director operations role.

5. HOW TO APPLY (STRICT REQUIREMENTS)

We filter ruthlessly for attention to detail. If you do not follow these steps perfectly, your application will be automatically deleted.
Subject Line: Change your application subject line to this exact format: [CS & Ops Lead - Your Full Name]
In your message, provide direct viewable links (e.g., Google Drive, iCloud, strictly set to "Anyone with the link can view") for the following:
Updated Resume / CV
System Specifications (Screenshot): Must show a minimum of 16GB RAM. (If under 16GB, you must explicitly state in your text response that your hardware is upgradable).
Internet Speed Tests (Screenshots): Showing Mbps for both primary and backup connections.
Dedicated Workspace (Photo): Clear picture of your quiet home office setup.
Backup Power Proof (Photo): Proof of UPS, Power Station, Generator, or Solar setup.
Operational Track Record (Text): In 2 short paragraphs, describe a time you had to give tough feedback to a defensive team member. How did you handle it, and what was the outcome?
The Client Communication Audio Sample (MANDATORY): To evaluate your client-facing tone and American English proficiency, include a link (Vocaroo, Google Drive audio, etc.) of a 60-second mock voi cemail .
Prompt: "Read a mock voi cemail to a US business owner named John. Let him know that his new remote assistant has been fully vetted, the software is set up, and they are ready to start on Monday. Ask him to call you back to confirm the final Zoom kickoff time."