Customer Happiness Manager
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Job Description
Customer Happiness Manager nurturing family relationships for NORY, a NYC and Boston STEM camp provider. Leading support, community engagement, feedback initiatives, and customer operations.
Responsibilities:
- Communicate with families via phone, email, and chat to resolve inquiries, deliver exceptional support, and foster lasting brand loyalty
- Recruit, train, mentor, and manage an additional customer support team member
- Delegate daily operational tasks
- Nurture the NORY family community through creative, proactive engagement initiatives, including tailored newsletters and family outreach
- Oversee customer-related administrative duties, including data entry and operational reporting
- Assist with student programming and scheduling
- Lead partnership development, community events, enrollment optimization, and cross-functional process improvements
- Collect and interpret family feedback to influence program quality
Requirements:
- 5+ years of experience in customer success, customer support, account management, or marketing
- Exceptional empathy and communication skills, with a proven track record of building long-term community relationships
- Highly proactive in transforming customer insights into operational improvements
- Solution-oriented mindset
- Purposeful, results-driven, and highly accountable to deadlines and commitments
- Receptive to feedback, continuously learning, and dedicated to working as a collaborative team player
- Extensive experience navigating or working within the NYC parenting or education market is highly preferred
- Updated resume required
- Response to the application prompt required
Benefits:
- Comprehensive Health, Dental, and Vision benefits
- 401(k) plan eligibility available for staff after 12 months of service
- Generous Paid Time Off (PTO) program
- Paid holidays
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