Director of Customer Experience

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Location: Charlotte, Atlanta or Raleigh

Reports to: CEO

About Bold Music

Bold Music Lessons is redefining music education with personalized, high-quality lessons for students of all ages. We prioritize exceptional customer experience, ensuring that every student and family feels supported, valued, and engaged throughout their musical journey. As the Director of Client Experience, you will be the heartbeat of customer interactions, ensuring seamless communication, efficient issue resolution, and proactive customer retention efforts. You’ll lead the charge in delivering white-glove service, ensuring our clients remain engaged, informed, and excited about their music education journey.

Key Responsibilities

Client Experience & Support (Non-Negotiables)

• Respond to all inbound client inquiries (calls, emails, texts) within the same business day, ensuring timely and professional support.
• Call every quitting client (ICP) on the same business day the request is received to attempt to save them.
• Monitor support tickets & inbox—ensuring all issues are documented, assigned, and resolved efficiently. The ticket board should reflect real-time status at all times.
• Ensure every reassignment or enrollment change is processed and communicated immediately (no delays on welcome emails or confirmations).
• Support line text monitoring—no client message goes unanswered or delayed.

Client Retention & Satisfaction

• Develop and execute a proactive retention strategy to save clients who request to cancel—our goal is to reduce churn and fight for every client.
• Regularly monitor CallRail and client interactions to ensure quality service and effective communication.
• Conduct fist lesson and first month check-ins for all new families to collect feedback and assess student/parent satisfaction.
• Personalized 3 month (first 100 days) cards written and sent to all customers.

Process & Performance Management

• Enforce ticketing system protocols, ensuring all customer requests are documented and resolved in a timely manner.
• Ensure daily inbox and ticket board clean-up—by EOD, all tickets should be addressed or updated accordingly.
• Establish key performance indicators (KPIs) for response time, ticket resolution, and client retention.
• Provide weekly reports on customer experience metrics, tracking trends and areas for improvement.

Additional Responsibilities

• Assist with event booking & communications (gig nights, recitals, summer camps).
• Oversee student assessments and ensure documentation is accurate.
• Collaborate with the team to ensure clear internal communication and real-time coverage of client inquiries.
• Solicit 5 star reviews on our Google My Business Pages on a weekly basis.
• Post weekly on all Google My Business Pages, and respond to all reviews ensuring our online reputation reflects our outstanding service.
• Chip in when needed and be a team player. We are a small business and we all need to wear different hats when required.

Who You Are

• Obsessed with customer satisfaction—you have a natural ability to turn a frustrated client into a lifelong fan.
• Hyper-organized and detail-oriented—you thrive in a fast-paced environment and can manage multiple moving pieces without dropping the ball.
• Strong communicator—whether over the phone, via email, or in-person, you know how to engage with people and solve problems efficiently.
• Data-driven and process-focused—you believe in tracking performance and refining processes to maximize efficiency.
• Experience in customer support, client retention, or operations (preferably in a service-oriented business).
• Technologically savvy, able to quickly learn a new tech stack, and has extensive experience working in CRM systems (preferably Hubspot).

Why Join Bold Music?

• Be a key player in a growing company with a strong reputation for quality and customer service.
• Work in a dynamic, fast-paced, and collaborative environment where your ideas and leadership make an impact.
• Help shape the future of music education by ensuring every student and family gets the best experience possible.
• Play an instrumental part in scaling a local business to a nationally recognized brand.