UpClean Solutions

Customer Service & Operations Lead

Job ID: 100266

Employment Type: Full-Time

Pay: $22.00 per hour

Language Requirement: Ability to communicate effectively in English

Why Join UpClean Solutions?

At UpClean Solutions, we’re committed to creating cleaner, healthier, safer, and more welcoming environments while building rewarding careers through professional growth, leadership development, and advancement opportunities.

Benefits May Include

• Competitive Pay
• Paid Training
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Paid Holidays
• Career Advancement Opportunities

Learn more about our mission, values, culture, leadership principles, and career opportunities at www.upcleansolutions.com/home/about

Basic Job Requirements

Applicants should be able to:

• Be at least 18 years of age or otherwise legally authorized to perform the essential duties of the position.
• Understand and follow instructions in English.
• Possess a valid driver’s license and maintain an acceptable driving record where driving is an essential function of the position.
• Have a minimum of three (3) years of professional customer service, operations, team leadership, cleaning, sanitation, janitorial, facility services, supervisory, or related experience.
• Have a strong background in residential and commercial cleaning operations, including professional cleaning methods, sanitation procedures, quality standards, and industry best practices.
• Demonstrate knowledge of residential and commercial cleaning services, cleaning checklists, Scope of Work (SOW) requirements, quality inspections, and customer service expectations.
• Demonstrate proficiency with CRM systems, customer service platforms, scheduling software, reporting tools, and cross-functional communication.
• Demonstrate leadership experience and the ability to lead a team.
• Thrive in a fast-paced, dynamic work environment.
• Demonstrate strong communication, customer service, leadership, attention to detail, problem-solving, time management, teamwork, and safety awareness.
• Drive to customer locations, quality inspections, safety inspections, site surveys, meetings, and other assigned locations as required.
• Safely push cleaning equipment weighing up to 150 pounds.
• Move equipment, tools, and supplies into and out of company vehicles.
• Use carts, dollies, and other equipment to transport supplies and equipment.
• Climb stairs where applicable.
• Work at heights up to 40 feet, when required and properly trained.
• Follow company safety policies, quality assurance procedures, sanitation protocols, customer service standards, and cleaning procedures.
• Perform physical work for extended periods, including standing, walking, climbing stairs, lifting, bending, reaching, kneeling, and crouching.
• Safely operate cleaning equipment, tools, ladders, and approved cleaning chemicals.
• Wear required personal protective equipment (PPE), including protective footwear, gloves, eye protection, and other required safety equipment.
• Work in residential, commercial, healthcare, and other environments that may include dust, allergens, pets, noise, and varying temperatures.
• Travel between customer locations while supporting daily operations and team performance.
• Maintain regular attendance, punctuality, and schedule flexibility, including evenings, weekends, and holidays when required.

Physical Requirements

This position requires frequent lifting, carrying, pushing, pulling, climbing, reaching, kneeling, crouching, standing, walking, operating equipment, and performing other physical activities associated with professional cleaning services.

Reasonable accommodations may be available for qualified individuals with disabilities.

Background Screening & Employment Verification

Employment offers may be contingent upon the successful completion of applicable:

• Criminal Background Screening
• Motor Vehicle Record Check
• Employment Verification
• Professional Reference Checks
• Credential and Certification Verification

All screenings are conducted in accordance with applicable federal, Colorado, and local laws and may require separate written authorization.

Job Overview

As a Customer Service & Operations Lead, you’ll serve as a key point of contact for customers while helping oversee daily operations, quality assurance, team performance, and service delivery.

Working closely with customers, cleaning professionals, supervisors, and management, you’ll coordinate schedules, support onboarding and training, conduct site surveys and quality inspections, resolve service concerns, and help ensure exceptional customer experiences.

You’ll communicate with customers through phone, email, chat, and in-person interactions while supporting customized Scope of Work (SOW) requirements and maintaining company service standards. You’ll receive ongoing training to perform your responsibilities safely, professionally, and in accordance with company policies and industry best practices.

Key Responsibilities

Customer Service & Client Relations

• Serve as a primary point of contact through phone, email, chat, and in-person communication.
• Answer questions regarding services, cleaning programs, pricing, scheduling, cleaning checklists, and Scope of Work (SOW) requirements.
• Respond professionally and promptly to customer inquiries, concerns, compliments, and service requests.
• Resolve or escalate service-related concerns while maintaining exceptional customer service.
• Collect customer feedback and support customer satisfaction initiatives.
• Build positive customer relationships through proactive communication and follow-up.

Operations & Service Coordination

• Support daily residential and commercial cleaning operations.
• Coordinate schedules, service requests, inspections, and operational activities.
• Assist with workload planning and task prioritization.
• Review and communicate Scope of Work (SOW) requirements with customers and team members.
• Conduct customer site surveys and facility assessments.
• Monitor service delivery to help maintain quality, efficiency, and customer satisfaction.
• Support implementation of Standard Operating Procedures (SOPs).
• Help maintain operational efficiency, consistency, and service excellence.

Team Leadership & Employee Support

• Assist with recruiting, onboarding, training, mentoring, and employee development.
• Provide coaching, guidance, and performance feedback.
• Support employee development and continuous improvement initiatives.
• Monitor attendance, productivity, and performance expectations.
• Participate in team meetings, safety meetings, and training sessions.
• Promote employee accountability, productivity, and high-quality service delivery.

Quality Assurance & Compliance

• Conduct quality inspections and sanitation walkthroughs.
• Submit inspection findings and reports to Quality Assurance and Operations Management.
• Monitor compliance with company cleaning standards, safety procedures, and service expectations.
• Identify service deficiencies and opportunities for operational improvement.
• Support corrective action initiatives and policy compliance.
• Maintain quality assurance documentation, inspection reports, service logs, and performance records.

Inventory & Equipment Management

• Assist with ordering, monitoring, and maintaining cleaning supplies, equipment, and inventory.
• Help ensure proper storage, handling, and use of cleaning products and equipment.
• Monitor inventory levels and proactively communicate supply needs.
• Report damaged equipment, maintenance concerns, and operational issues.

Safety & Risk Management

• Promote a culture of safety by following and reinforcing safe work practices.
• Identify and report hazards, accidents, incidents, and unsafe conditions.
• Follow PPE requirements and chemical safety procedures.
• Support compliance with OSHA requirements, company safety policies, and customer-specific safety protocols.
• Participate in safety inspections and corrective action activities.

Administrative & Reporting

• Prepare reports, inspection records, operational updates, and service documentation.
• Track service performance metrics, customer feedback, and operational data.
• Maintain accurate customer records, communication logs, and operational documentation.
• Support workflow improvements and operational efficiency initiatives.

Additional Responsibilities

• Drive to customer locations, inspections, meetings, and site surveys as required.
• Collaborate with management and cross-functional teams to improve service delivery and customer satisfaction.
• Coordinate daily work assignments to help ensure compliance with cleaning procedures, schedules, quality standards, and safety requirements.
• Assign and delegate tasks based on service priorities, staffing needs, and customer requirements.
• Perform other duties as assigned.

Preferred Qualifications

• Experience in residential and commercial cleaning operations.
• Previous supervisory or team leadership experience.
• Experience conducting customer consultations, site surveys, and quality inspections.
• Familiarity with CRM software, scheduling systems, and operational reporting tools.
• Knowledge of professional cleaning methods, sanitation procedures, equipment, and chemicals.
• Knowledge of OSHA safety requirements, PPE, and workplace compliance standards.
• Experience in customer service, operations management, or facility services coordination.
• Experience leading teams while delivering exceptional customer service in residential or commercial service environments.

Equal Employment Opportunity

UpClean Solutions is an Equal Opportunity Employer committed to equal employment opportunity, pay transparency, workplace safety,and compliance with all applicable federal, Colorado, and local employment laws.