Customer Service Supervisor – Enrollment & Customer Experience Leadership

British Swim School is looking for a Customer Service Supervisor to lead our front\-end customer experience and enrollment operations. This is not just a customer service role. This is a leadership position responsible for managing and developing a team of Customer Service Representatives while driving enrollment, retention, and overall customer satisfaction. You will oversee daily communication with families, ensure operational excellence in scheduling and service, and build a team that delivers fast, accurate, and solution\-oriented support. If you enjoy leading people, improving systems, and directly impacting growth through customer experience, this role offers the opportunity to grow within a mission\-driven organization focused on saving lives through water safety. **Availability during evenings and weekends is required.** ***What You’ll Do*** Lead and manage customer service staff across all locations including: ● Customer Service Representatives (CSR) ● Sales Representatives Your responsibilities will include: **Team Leadership** ● Recruit, hire, and train customer service staff ● Coach CSRs to deliver high\-quality, solution\-oriented customer interactions ● Lead team trainings, role\-playing sessions, and ongoing staff development ● Build a positive, accountable, and performance\-driven team culture **Customer Service Operations** ● Manage daily communication across phone, email, and chat channels ● Coordinate team schedules and coverage to ensure consistent response times ● Oversee customer account management including enrollments, makeups, holds, and changes ● Ensure smooth day\-to\-day execution of all customer service operations **Enrollment \& Customer Experience** ● Drive enrollment growth through strong sales conversations and follow\-up ● Manage waitlists and proactively convert leads into active students ● Ensure all customer interactions align with company standards and expectations ● Resolve customer concerns and escalations with professionalism and urgency **Systems \& Process Execution** ● Ensure accurate use of scheduling and CRM systems (Jackrabbit) ● Maintain consistency in policies, procedures, and communication standards ● Identify inefficiencies and improve workflows and team execution ● Ensure clean documentation and handoff between team members **Why Join Our Team?** ● Make a Real Impact – Our mission is to prevent drownings by teaching life\-saving water safety skills. Every lesson matters. ● Growth \& Advancement – We invest in developing our team. Opportunities to grow into higher\-level roles as we expand.. ● Positive Team Culture – Supportive, energetic environment where teammates help each other succeed and celebrate wins together. ● Training \& Development – Structured onboarding and ongoing coaching to build confidence in leadership, communication, and performance management. ● Fun \& Meaningful Work – Help families get started, stay enrolled, and progress in a program tha