CLIENT SUCCESS 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 high-EQ Client Success Lead. We don’t want a passive customer service representative or a typical VA. We are looking for a strong BPO professional who can confidently manage US clients while also taking ownership of people, processes, and execution across our growing ecosystem.
2. WHAT YOU WILL DO
Client Success & Business Execution: Own the post-sale client experience for Arc Remote, including kickoff calls, 14-day check-ins, follow-ups, issue resolution, and making sure client expectations are translated into successful execution.
Team & Operational Management: Maintain accountability across the PH operations team, monitor quality and deliverables, enforce established processes, and step in when execution needs attention.
Agile Execution: Work closely with the Chief of Staff as processes and SOPs evolve, quickly turning new direction into consistent day-to-day execution across Arc Remote, Kipkeh, and SetCo.
Executive Unburdening: Take ownership of recurring client, team, and operational matters so the CEO can stay focused on higher-level priorities.
3. SKILLS & QUALIFICATIONS
US BPO / Leadership Experience: 5+ years in BPO Client Success, Account Management, Team Lead, Operations, or similar roles working directly with US accounts.
Flawless American English (Strict): Exceptional written and spoken English with a natural, accent-neutral American pronunciation and the ability to project authority on US client calls.
High EQ & Leadership: Able to manage client expectations, hold team members accountable, give direct feedback, and handle difficult situations professionally.
High-Agency Execution: You do not wait for step-by-step instructions. You identify what needs to happen, take ownership, and keep things moving.
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 leadership 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: [Client Success 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 handle a difficult client or address a performance issue with a 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."