Student Support Services jobs

Reports to: Director

Employment Type:  Hourly, flexible schedule of 20 hours per week.

Compensation: $22-25/hr wage range plus commission

Role Overview: 

The Family Experience Concierge is the primary point of contact for prospective and enrolled families, responsible for delivering a responsive, high-touch experience across phone, email, chat, and social channels. This role manages inquiries through to enrollment and post-class follow-up, resolves questions and concerns with warmth and professionalism, and partners closely with the Director and instructional team to ensure a seamless on-site and ongoing experience. Success is measured by faster response times, higher conversion and re-enrollment rates, improved customer satisfaction, and reduced administrative interruptions for the Director.

Key Areas of Responsibility: 

Sales & Conversion (50%)

• Respond to all inbound inquiries by phone, email, or text within 1 hour
• Qualify leads and confidently guide them to the right program
• Convert inquiries into bookings through clear and persuasive communication
• Execute consistent follow-ups on unconverted leads until a decision is made
• Track pipeline and conversion performance, and actively improve results
• Support community outreach and partnership initiatives

Customer Experience & Communication (20%)

• Deliver fast, professional, and high-quality communication across all touchpoints
• Clearly explain pricing, structure, and expectations, including age groups, drop-off, and format
• Support first-time and high-friction customers with confidence and care

Booking Optimization & Revenue Growth (20%)

• Manage registrations, availability, and class scheduling
• Maximize class fill rates and optimize capacity
• Upsell programs, including sessions, camps, and bundles, to increase customer value
• Drive repeat bookings and promote upcoming programs

Operations & Systems (10%)

• Maintain clean and accurate tracking of leads, bookings, and follow-ups in the CRM
• Keep systems organized and up to date
• Share insights on customer trends, objections, and opportunities to improve conversion

Qualifications: 

• Empathetic, solutions-oriented communicator
• Experience in customer service or family engagement roles
• Tech-savvy with CRM and communication tools
• Highly organized with excellent time management skills
• Passionate about children, education, and wellness
• Strong written and verbal communication
• Valid First Aid, CPR/AED, and Food Safety certifications required or ability to obtain before start date
• Must be able to pass a Criminal Background Check 
• Proficient in Microsoft 365, including Excel (pivot tables) for reporting, monitoring, and tracking. 
• Experience in Montessori or child-focused organizations
• Culinary background or strong food knowledge
• Familiarity with Hubspot, or similar platforms
• 1+ years of experience in luxury hospitality, premium customer service or sales environments, with demonstrated success in delivering a highly-personalized guest experience that converts leads into enrollments

Work Environment: 

• On-site at Little Kitchen Academy Point Grey
• Requires flexibility to work weekdays, evenings, and weekends based on business needs 

About Us: 

Little Kitchen Academy is the premier Montessori-inspired cooking academy for children and teens, dedicated to changing lives from scratch. At LKA, students develop independence, confidence, and healthy eating habits that empower them to make informed choices and positively impact their communities. More than a cooking school, LKA is a movement to create a better world through responsible food education. LKA is proud to partner with leading brands including, BIRKENSTOCK, ChefWorks, ChopValue, Click & Grow, Emeco, IKEA, Küssi, PRISE Inc., Scrub Daddy, and Welcome Industries.  The academy is guided by an esteemed group of special advisors: Celebrity Chef Cat Cora, Hollywood Legend Supermensch Shep Gordon, NBA Icon Russell Westbrook, and Hollywood Changemaker Oliver Trevena.  In alignment with its mission to serve a brighter future, LKA supports impactful charitable organizations such as Changing Lives From Scratch Fund, Russell Westbrook Why Not? Foundation, Crisis Text Line, Kids Help Phone, and One Tree Planted.  

For a taste of LKA, visit littlekitchenacademy.com or join the LKA community on Facebook, Instagram, LinkedIn, and YouTube.  

Little Kitchen Academy is committed to creating and upholding a diverse, inclusive and equitable environment that is respectful and welcoming to everyone. We believe that our programs are enriched by the presence of many voices from a variety of racial, cultural, and religious backgrounds, political beliefs, ages, sexual identities and orientation, socio-economic backgrounds and physical and cognitive abilities.

Pay: $22.00-$25.00 per hour

Expected hours: No less than 20.0 per week

Application question(s):

• How many years of customer service, hospitality, family engagement, or sales experience do you have?
• Briefly describe your experience handling customer inquiries by phone, email, text, chat, or social media.
• What sales, booking, or customer service targets were you responsible for in your most recent role?
• Please list the CRM, booking, scheduling, or customer management systems you have used.
• Do you have experience working in luxury hospitality, premium customer service, education, childcare, family services, or another high-touch customer environment?
• Are you willing and able to complete First Aid, CPR/AED, Food Safety certification, and a Criminal Background Check before your start date, if required?
• Are you comfortable working on-site for this role, preferably (Wednesdays-Sundays)
• Are you comfortable working a flexible hourly schedule of approxim per week depending on business needs?

Work Location: In person