Customer Engagement Lead 15127
Customer Engagement Lead 15127
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Customer Engagement Lead
Salary: $1200- $1600 (salary offered will depend on level of experience)
Schedule: Monday - Friday US EasternTime
Location: Remote (South Africa Latin America Philippines)
Employment Model: Direct Hire (offshore independent contractor through an EOR/payroll partner such as Multiplier or Deel)
Hours: 30 hrs/week to start (remote) with flexibility for afternoon/evening ET; likely to scale to 40 hrs as scope grows
KEY RESPONSIBILITIES
Frontline Support: Answer inbound calls/emails (RingCentral) from new and existing families; guide enrollments re-enrollments absences drops and schedule changes.
Scheduling & Records: Coordinate with pool-deck staff; maintain accurate family records in Jackrabbit and related systems.
Engagement & Retention: Track retention churn LTV and response/answer rates; run simple CRM/email nudges (HubSpot or similar) to drive continuity and referrals.
Parent Feedback & Programs: Collect reasons for exit/misses; propose improvements; run referral/loyalty initiatives.
Channels Expansion (as hours scale): Manage SMS/WhatsApp and social DMs for quick parent comms; help with light community building.
Voice of the Parent: Surface recurring pain points; recommend process fixes; assist onboarding/training as the team grows.
HARD SKILLS REQUIRED
23 years in customer engagement/success; child education / youth sports / swim school experience strongly preferred.
Confident phone skills (RingCentral or similar) and CRM proficiency (Jackrabbit required/learnable; HubSpot or similar for email/CRM campaigns).
Familiar with ET scheduling logistics: class rosters make-ups waitlists and change management.
Data-literate: can track and report retention/churn/LTV answer/first-response rates and show improvement.
Bonus: SMS/WhatsApp support social DMs basic survey tools.
SOFT SKILLS REQUIRED
Warm empathetic parent-friendly communicator; clear on the phone and in writing.
Detail-obsessed and organized; zero-error mindset on schedule and roster changes.
Calm under pressure during peak windows; high answer-rate mentality.
Ownership & hustle: self-starter in remote settings; collaborates well with on-site (pool-deck) teams.
Child-safety & service orientation; community-builder attitude.
Employment Type
Full Time
