Customer Service Representative — Youth Development & Fitness(South America))

Customer Service Representative

The calm, organized presence who makes sure every parent feels heard — and nothing ever falls through the cracks.

Role Overview

Every day, parents reach out to this client through email, text, and social media — asking about class times, membership questions, makeup sessions, or a concern that needs a quick, caring response. Right now, those messages compete for the founder's attention alongside everything else it takes to run a growing children's development center. Messages sit longer than they should, and small issues risk becoming bigger ones.

This role exists to close that gap. The Customer Service Representative is the first response a parent gets — fast, warm, and on top of it — so the founder can stay focused on running great classes instead of triaging inboxes.

Key Responsibilities

Own the inbound message queue

- Monitor and triage email, SMS, and social media messages throughout the day

- Respond promptly to routine questions (schedules, enrollment, billing, makeup classes)

- Flag anything urgent or sensitive to the founder right away, with context already gathered

Resolve issues, don't just log them

- Take ownership of customer service issues from first message to resolution

- Follow up proactively so nothing goes quiet mid-conversation

- Keep a clear record of what was asked, what was promised, and what was resolved

Keep the details straight

- Track open conversations across channels so nothing is answered twice or missed entirely

- Note recurring questions or issues so the founder can spot patterns early

- Keep response times consistent, even during busy class hours

Who Will Succeed

This person thrives on many small conversations rather than one big project. They don't need every message to be exciting — they take pride in making sure each one gets a thoughtful, complete answer. They've done customer-facing work before and know the feeling of a parent calming down because they handled things well.

- Highly organized and detail-oriented — little slips through

- Writes and speaks in a way that puts people at ease, even when they start out frustrated

- Takes real ownership of a problem until it's actually resolved, not just acknowledged

- Comfortable moving between email, text, and social media without losing track of context

- Brings genuine warmth to conversations about kids and families — this isn't a generic support queue

- Uses AI tools naturally to work faster — drafting responses, summarizing threads, staying ahead of the queue

Experience & Skills

Required:

- Prior experience in a customer service or client-facing (CX) role

- Strong written English — clear, warm, and professional in every channel; assessed at screening

- AI-fluent — actively uses AI tools to draft responses faster and stay organized across channels; confirm specific tools and use cases at screening

- Ability to work Eastern Time business hours with strong overlap

Preferred:

- Experience supporting a multi-channel inbox (email + SMS + social) rather than a single ticketing queue

- Background in a family-facing, youth, fitness, or membership-based business

90-Day Success Markers

- Parent messages across email, text, and social are answered same-day, consistently — no channel lags behind the others

- The founder is no longer the one triaging inbound messages during the day

- Customer service issues are resolved end-to-end, with parents rarely needing to follow up twice

- A simple, repeatable way of tracking open conversations is in place, so nothing depends on memory

- The founder has visibility into recurring questions or concerns worth addressing at the program level