Customer Experience Lead | 21206

CX Lead
Remote (Preference for candidates based in South Africa) 
Schedule: Monday - Friday, US Eastern Time 
Salary: $1200-$1800 (salary offered will depend on level of experience) 

The role
The CX Lead is our enrollment engine and the voice of the school to families. You turn
inbound interest into enrolled families, keep current families happy and enrolled, and own fast, warm, on-brand communication across the whole customer journey. It is a remote role working closely with the deck team, the Aquatics Manager, the GM, and an Ops VA who supports the pipeline.

What you own
• Sales and enrollment. Respond to new leads within 1 business hour, qualify them,
recommend the right class, handle objections, and complete enrollments. Run the follow-up
cadence so no paid lead goes stale.
• Family communication. Warm, human parent comms across the journey: welcomes and
onboarding, schedule and instructor changes, cancellations and makeups, progress and
milestone touches, and re-enrollment outreach.
• Pipeline discipline. Keep HubSpot clean on five statuses, never leave a lead without a next
step, and hand recovery work to the Ops VA.
• Daily operations. Open each day by encoding and fielding the prior run’s DAD (move-ups,
drops, makeups, admin requests), send an end-of-day report, and run the 4:30 PM turnover
with the Ops VA.
• Accountability. Report the four weekly metrics and take part in the weekly cadence: Pool Deck
Connect, the Level-10, and the Weekend Handoff.

What you’re measured on
• Speed to first contact — within 1 business hour.
• Conversion rate — leads that enroll. Target 45%+.
• Net enrollments — new enrollments minus drops.
• Pipeline hygiene — zero leads 7+ days old with no next step.

Who you work with
The Ops VA (pipeline recovery and back-office logs), the Deck Ambassador (deck and DAD), the
Aquatics Manager (schedule and instructor coverage), the GM, and the owner for escalations.

The ideal person
• Proactive and self-directed. Surfaces problems and acts on them without being chased.
Owns the outcome, not just the task.
• A warm closer. Has real sales instinct and is comfortable asking for the enrollment, delivered
in a friendly, consultative way, never pushy.
• A genuine communicator. Writes like a person, not a template. Family-friendly and
welcoming, in line with our voice.
• Organized and disciplined. Strong CRM hygiene and reliable follow-through; nothing slips.
• Calm under disruption. Handles pool closures, last-minute coverage, and upset parents
without losing the thread.
• Independent and accountable. Manages a remote day well and reports honestly on what is
and isn’t working.

Tools
HubSpot, Voxie, RingCentral, JackRabbit, Pumble, and Google Workspace.