Customer Experience Specialist

About the role

Healthy Kids Programs is seeking a Customer Experience Specialist to support families throughout the registration and enrollment process while helping ensure a smooth, organized, and positive experience. This role combines customer service, family enrollment, technology, and administrative support. You'll be a primary point of contact for prospective and enrolled families, helping them navigate registration, enrollment, scheduling, required documentation, and childcare assistance programs. We're looking for someone who enjoys working with people, is highly organized, and takes pride in providing accurate, responsive, and compassionate support. You should be comfortable learning new technology, paying close attention to detail, and working collaboratively to help families successfully complete the enrollment process. Experience with childcare subsidy programs, CRM systems, enrollment services, or family support is helpful, but you don't need to have experience in all of these areas to be successful in the role.

At Healthy Kids Programs, we believe operational excellence and family experience go hand in hand. You'll join a collaborative, growth‑oriented team where your ideas can make a meaningful difference — both for the families we serve and for the people who work behind the scenes to support them. Healthy Kids Programs is a mission‑driven, award‑winning organization dedicated to providing accessible, high‑quality childcare. With 150+ locations offering Early Learning, Before & After School, and Summer Camp programs, we support families with safe, structured, and engaging experiences for children. As a Certified Benefit Corporation, we are committed to creating positive impact while ensuring our team members feel valued, supported, and empowered to grow.

Responsibilities

• Serve as a primary point of contact for prospective and enrolled families through phone and email.
• Guide families through registration, enrollment, scheduling, and required documentation.
• Process registrations accurately, including billing, scheduling, and account setup.
• Follow up with prospective families to help them complete enrollment and stay engaged throughout the process.
• Develop expertise in childcare subsidy and tuition assistance programs across Healthy Kids service areas.
• Help families understand subsidy eligibility, application, recertification, and documentation requirements.
• Support families in completing enrollment steps that coordinate with childcare assistance and subsidy programs.
• Track subsidy‑related registration progress and proactively communicate next steps to families.
• Maintain current knowledge of changing subsidy policies, deadlines, and family requirements.
• Track registration activity and generate reports using CRM and registration systems.
• Collaborate with Marketing, Finance, and Operations to support enrollment growth and improve the family experience.

Success in this role means families receive fast, friendly, and accurate enrollment support; can navigate registration and subsidy processes with greater confidence; more families successfully complete enrollment; fewer registrations are abandoned or delayed; subsidy‑related enrollment steps are tracked and followed up effectively; communication response times improve; family records and enrollment information remain accurate and up to date; internal teams have clear, consistent information about enrollment activity; families continue to receive a personal, high‑touch experience throughout the enrollment process.