Customer Experience Supervisor

Position Title: Customer Experience Supervisor Salary: $46,000- $48,000 (Annual)

Reports To: CEO/ Founder Location: Metro AtlantaClassification: Full-Time, Salary/Exempt

About This Role

SwemSchool believes the customer experience begins long before a swimmer ever gets in the water—and it lasts long after the lesson ends. We're looking for a Customer Experience Supervisor who loves people, thrives on organization, and leads with care and confidence.

In this role, you'll serve as the anchor of our front office operations. You'll guide and support our Customer Experience Agents, ensure our offices and systems run smoothly, and help families feel welcomed, informed, and supported throughout their SwemJourney. This is a hands-on leadership role for someone who stays calm under pressure, communicates clearly, and takes pride in creating exceptional experiences—for families and for the team.

What You'll Do:

Customer Service Excellence

You'll set the tone for how families experience SwemSchool—warm, responsive, and solutions-oriented.

• Ensure families and students receive timely, friendly, and professional support by phone, email, and in person
• Manage multiple priorities at once—calls, emails, walk-ins, and follow-ups—while staying organized and focused
• Handle escalated customer concerns with empathy and professionalism, identifying solutions that align with SwemSchool values
• Visit pool locations regularly to observe the customer experience and identify opportunities for improvement
• Help cultivate a service culture rooted in respect, accountability, and care

Team Guidance & Supervision

You'll lead, coach, and support a small but mighty customer experience team.

• Supervise Customer Experience Agents on a daily basis and provide ongoing feedback and support
• Train and onboard new team members and help existing team members continue to grow
• Create and manage staff schedules to ensure proper coverage across locations and seasons
• Track attendance and assist with staffing adjustments as operational needs change
• Foster a positive, collaborative, and accountable team environment

Office Management & Operations

You'll keep the behind-the-scenes running smoothly so the front-facing experience shines.

• Manage uniforms, registration materials, and pool-related supplies
• Order supplies and coordinate with vendors as needed
• Maintain an organized, efficient office environment
• Partner with leadership to improve systems such as scheduling tools and customer tracking platforms
• Prepare and share weekly updates on customer feedback, open issues, inventory, and team performance
• Support special events, promotions, and community activities

Sales, Program Growth & Revenue Support

You'll help families understand the value of SwemSchool's programs while supporting sustainable growth.

• Take responsibility for selling and upselling SwemSchool aquatics programs, camps, teams, certifications, and merchandise
• Develop clear, friendly sales scripts and talking points to support phone, email, and in-person conversations
• Train and coach Customer Experience Agents to confidently recommend appropriate programs based on family needs
• Motivate and support the team to meet enrollment and sales goals using a service-first, relationship-based approach
• Track common questions and objections to refine messaging and improve conversion
• Partner with leadership to align sales efforts with seasonal offerings, promotions, and organizational goals

Why You'll Love This Role

• You'll lead with values. SwemSchool is guided by our core values—Safety, Trust, Inclusion, Courage, and Freedom—and this role brings those values to life through thoughtful leadership and meaningful service.
• You'll make a real impact. Your work directly shapes how families experience SwemSchool, from their first inquiry to celebrating swim milestones.
• You'll build systems that support people. You'll create clarity and structure that help your team do their best work with confidence.
• You'll be trusted to take ownership. We value initiative and problem-solving and encourage you to improve processes and bring new ideas forward.
• You'll grow as a leader. This role offers hands-on experience in operations, customer service, team development, and sales within a mission-driven organization.
• You'll be part of something bigger. SwemSchool exists to ensure everyone has access to the freedom of swimming. Your leadership helps advance life-saving skills and community impact across Metro Atlanta.

What We're Looking For

• At least 3 years of experience in customer service, office management, or operations
• At least 1 year of experience leading or supervising a team
• Strong problem-solving skills and the ability to stay calm and focused in fast-paced situations
• Experience training, coaching, or mentoring others
• Clear, confident communication skills and comfort working with diverse families and staff
• Experience using (or ability to quickly learn) tools like Google Workspace, Microsoft Office, and customer registration or tracking systems
• Organized, flexible, and detail-oriented
• Passion for SwemSchool's mission and commitment to excellent service
• Bilingual Spanish/English is a plus, but not required

Work Schedule & Environment

• Full-time, hourly position based in Metro Atlanta
• Evening and weekend availability is required
• Travel between pool locations is expected (mileage reimbursement may be available)

How to Apply

Please send your resume and cover letter to

SwemKids International, Inc. is an equal opportunity employer. We value diversity and are committed to creating a welcoming, inclusive workplace for everyone.

Job Type: Full-time

Pay: $46, $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings