Overview
At Lupa, we're hiring a Customer Success Representative to be the warm, reliable voice behind an exceptional, hospitality-focused experience for families at a growing, community-centered swim school.
This is a role for a skilled communicator who genuinely enjoys connecting with people. You'll be the primary point of contact for prospective and current families — proactively following up, checking in, and making sure every question is answered and every issue is resolved from start to finish. If you take pride in creating positive experiences, staying organized, and following through until the job is done, this is a great fit.
Every day here brings moments of impact: a nervous swimmer building confidence, a child conquering a new skill, or a parent sharing how their little one's water safety training made a difference. You'll help make those moments possible through clear, caring communication.
What You'll Do
Proactively manage outbound communications that support and strengthen the family experience — follow-ups, check-ins, re-engagement, and enrollment opportunities.
Support inbound customer communications across phone, text, and email.
Serve as a dependable point of contact for both new and existing families.
Ensure all inquiries and requests are tracked, followed up on, and resolved in a timely manner.
Provide accurate, clear, and friendly information about programs, scheduling, and general account questions.
Set clear expectations with families and communicate next steps effectively.
Monitor open items and proactively follow up to ensure completion.
Escalate issues to the Operations Lead when they fall outside the scope of the role or require management involvement.
Who You Are
Must-haves
1–2 years of experience in customer support, client services, or a related role.
C1 or C2 English proficiency (spoken and written).
Strong verbal communication and excellent written communication skills.
Comfortable handling phone calls, text messaging, and email.
Highly organized with strong attention to detail.
Able to juggle multiple requests and follow through to completion.
Professional, friendly, and empathetic communication style.
Strong problem-solving skills and sound judgment about when to escalate.
Able to follow processes, policies, and communication standards.
Basic computer proficiency and the ability to learn new systems quickly.
Experience with, or ability to master, tools like Aircall, GoHighLevel, Monday.com, Connecteam, Jackrabbit, or AI-based systems.
Reliable, accountable, and comfortable working both independently and as part of a team.
Nice-to-haves
A strong sense of ownership for seeing tasks through to completion.
Naturally proactive — anticipates follow-ups before being prompted.
Comfortable making judgment calls within defined guidelines.
Adaptable and able to shift priorities as the day evolves.
Service-minded, with a genuine interest in creating positive family experiences.
Maintains composure during high-volume or high-pressure periods.
An organized thinker who brings clarity to complex, ongoing situations.
Collaborative and supportive of team goals.
What's In It For You
Compensation: USD $1,000–$1,200 / month.
Employment Type: Full-time contractor.
Schedule: 10:00 AM–8:00 PM Pacific Time, 5 days per week, including one weekend day (Sunday) — 40 hours/week.
Time Off: 10 PTO days annually plus company holidays.
Application
Ready to be the friendly, dependable voice families count on? Apply today to join Lupa and start making an impact.
Here's what to expect in the process:
Complete a Culture Index Survey.
First interview with the Operations Lead.
Second interview with the Owner.
We can't wait to meet you!