Customer Engagement Lead 15127

Customer Engagement Lead

Salary : $1200- $1600 (salary offered will depend on level of experience)

Schedule : Monday - Friday US Eastern Time

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.

Key Skills

Business Development,Employee Orientation,Public Health,Account Management,VersionOne,Conflict Management,Project Management,Relationship Management,Team Management,Customer relationship management,Human Resources,Public Speaking

Employment Type : Full Time

Experience : years

Vacancy : 1