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Customer Engagement Lead - 15127

Customer Engagement Lead - 15127

SomewhereWorkFromHome, Mpumalanga, South Africa
16 days ago
Job description

Overview

Join to apply for the Customer Engagement Lead - 15127 role at Somewhere .

Location and Time

Location : Remote (South Africa, Latin America, Philippines)

Time : US Eastern Time

Hours : ~30 hrs / week to start (remote), with flexibility for afternoon / evening ET; likely to scale to 40 hrs as scope grows

Employment

Employment Model : Direct Hire (offshore independent contractor through an EOR / payroll partner such as Multiplier or Deel)

Salary

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

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

  • 2-3+ 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

  • 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.

    • Seniority level

  • Entry level

    • Employment type

  • Direct Hire (offshore independent contractor through an EOR / payroll partner)

    • Job function

  • Other

    • Industries

  • Staffing and Recruiting

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    Engagement Lead • WorkFromHome, Mpumalanga, South Africa