Customer Experience Lead |

Hirezar; Deutschland; Remote; EUR 12.000 - 17.000; Vollzeit

Zusammenfassung

Hirezar is seeking a CX Lead to act as the enrollment engine and voice of the school to families. This remote role works with the Deck team, Aquatics Manager, GM and an Ops VA to convert inbound interest into enrollments and maintain on-brand, warm communication across the customer journey.

The ideal candidate is proactive, a warm closer, and a genuine communicator with strong CRM hygiene. You will own daily operations and provide reliable, empathetic support to families.

Qualifikationen

• Experience turning inquiries into enrollments.
• Strong written and verbal communication skills.
• CRM and sales pipeline management experience.

Aufgaben

• Respond to leads within 1 business hour and drive enrollments.
• Maintain warm, human communications across the customer journey.
• Keep HubSpot clean and manage next steps in the pipeline.
• Coordinate daily ops and end-of-day turnover with the team.
• Report weekly metrics and participate in cadence meetings.

Kenntnisse

Sales

CRM hygiene

Communication

Remote work

Enrollment focus

Tools

HubSpot

Voxie

RingCentral

JackRabbit

Pumble

Google Workspace

Jobbeschreibung

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
  w 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.