Customer Experience Lead - US Swim School (Remote, Part-Time to Full-Time)

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: TYPE OF WORK

Full Time

: SALARY

$6 - $8 / hr

: HOURS PER WEEK

35

: DATE UPDATED

Sep 18, 2026

JOB OVERVIEW

Job type: Part-time to start (~25 hrs/week), with a clear path to full-time based on performance
Pay: $6-8/hour, depending on experience

Schedule: US Eastern hours, 9:30 AM-2:30 PM ET to start, extending to 6:30 PM ET when the role goes full-time. In Philippine time this is roughly 9:30 PM-2:30 AM (a night shift), shifting by an hour with US daylight saving. Please only apply if you can reliably work these night hours.

About us. We are a premier swim school in Boston. We teach kids and families to swim across several locations in the Greater Boston area. We are warm, family-friendly, and safety-first, and we want someone who sounds like part of the family on every call and message.

The role. You are 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 communication across the whole customer journey. You work closely with our on-site team and an Operations assistant who supports your pipeline.

Must-haves
- Clear, natural-sounding English, spoken and written. You will be on the phone and texting with US parents every day, so friendly, easy-to-understand communication is essential.
- Real customer experience. You have worked directly with customers before, ideally US or Western, and are comfortable talking with them, answering questions, and handling concerns with warmth.
- Comfortable on the phone and asking for the sale, in a friendly, consultative way that is never pushy.
- Organized and reliable, with strong follow-through. Nothing slips.
- A proper work-from-home setup: a reliable computer, fast internet, and a quiet space with a good headset for calls.

What you will do
- Respond to new leads within the hour, understand what the family needs, recommend the right class, answer objections, and complete the enrollment. Follow up consistently so no lead goes cold.
- Handle family communication across the journey: welcomes and onboarding, schedule and instructor changes, cancellations and makeups, progress check-ins, and re-enrollment outreach.
- Keep our CRM clean and current, and never leave a lead without a next step.
- Start each day by reviewing the previous day's activity and handling move-ups, makeups, and requests; send a short end-of-day report; and hand off open items to the Operations assistant.
- Report a few key numbers each week and join a short weekly team meeting.

What success looks like
- Fast first contact (within 1 hour)
- Strong conversion (target 45%+ of leads enroll)
- Growing net enrollments
- A clean pipeline with no leads left hanging

Tools you will use. HubSpot, Voxie, RingCentral, JackRabbit, Pumble, Google Workspace. Experience with any is a plus; we will train the rest.

Nice to have. US or Western customer experience; phone sales or account management; a background in education, childcare, or another family-focused business.

How to apply. Please send a short message that includes:
- Start your message with the word MARLIN (so we know you read this).
- One or two sentences on your experience talking with customers, especially by phone.
- Confirm you can work the night-shift hours above, and briefly describe your internet speed and call setup.
- One example of a time you helped an unsure customer say yes.

Shortlisted applicants will be asked for a short 30-60 second voice or video introduction before we schedule an interview.

SKILL REQUIREMENT

Organization English Proficiency Customer Relationship Management

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Job Post	Reporter	Rank	Reason	Date

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Customer Experience Lead - US Swim School (Remote, Part-Time to Full-Time)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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