We are a fast-growing, multi-location company seeking a strategic, hands-on leader to build and lead our Customer Experience, Sales, and Support functions. This role will play a critical part in shaping the customer journey, enhancing revenue retention, driving team performance, and building scalable systems as we expand operations.

Position Summary

This position reports directly to executive leadership and is responsible for leading centralized customer-facing functions including onboarding, reservations, billing, escalated support, upselling, and retention. This leader will help optimize the customer experience lifecycle while developing internal processes, playbooks, and training programs to ensure consistent delivery of high-quality service and sales outcomes.

Key Responsibilities

– Lead and scale centralized customer service, sales, and support teams across multiple locations.

– Own the end-to-end customer journey, from first contact through offboarding.

– Optimize operations in sales support, billing, onboarding, and retention.

– Build a people-first, culture-oriented team with a strong emphasis on psychological safety.

– Develop and deliver training programs for service excellence, sales enablement, and relationship building.

– Drive upsell and cross-sell strategies through behavior-based customer segmentation.

– Collaborate with operations and marketing to align on customer engagement initiatives.

– Monitor and improve KPIs such as NPS, CSAT, retention, and upsell revenue.

– Own escalation recovery efforts, ensuring sensitive or complex issues are resolved with care.

– Leverage tools such as HubSpot, Salesforce, Aircall, Slack, and other CRM platforms.

Functional Ownership

– Sales and Pre-enrollment Support

– Customer Onboarding & Education

– Daycare or Service Reservations

– Billing and Account Management

– General Inquiries and Call Routing

– Proactive and Reactive Retention

– Customer Health Scoring and Advocacy

– Customer Lifecycle Analytics and Journey Mapping

Qualifications

– Minimum 5 years of experience leading a call center, customer success, or customer service team.

– Proven ability to build and scale centralized support functions in a multi-unit environment.

– Experience working with CRM and collaboration platforms such as Salesforce, HubSpot, Aircall, and Slack.

– Strong leadership and coaching skills with a passion for people development.

– Analytical thinker with a track record of using data to drive continuous improvement.

– Excellent communication, organization, and interpersonal skills.

– Cultural alignment with a people-first, mission-driven, customer-focused organization.

Compensation & Schedule

This is a full-time, salaried position. Standard work hours are Monday through Friday, with occasional flexibility required. Starting salary is approximately $75,000 annually and is negotiable based on qualifications and experience.

Empower JobID 2698