Customer Happiness Manager
About The Position
NORY is the premier STEM camp provider in NYC and Boston, enriching the learning journey of over 4,000 children annually through immersive, hands-on learning experiences. Our mission is to nurture young risk-takers, problem-solvers, and empathetic leaders. The community of more than 9,000 families is deeply passionate about the future of education. Nurturing this community is a vital and meaningful task. The core keyword for this position is "relationship." Beyond simply providing standard customer support, the goal is to build genuine, long-term relationships with families so their parenting journey grows alongside NORY. Additionally, this position will directly influence the quality of our programs by actively collecting and interpreting family feedback. This is an entrepreneurial, proactive role designed for a leader who wants to make a massive impact on our community and our team.
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, with a solution-oriented mindset.
- Purposeful, results-driven, and highly accountable to deadlines and commitments.
- Deeply receptive to feedback, continuously learning, and dedicated to working as a collaborative team player.
Nice To Haves
- Extensive experience navigating or working within the NYC parenting or education market is highly preferred.
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 to effectively delegate daily operational tasks.
- Nurture the NORY family community through creative, proactive engagement initiatives that extend beyond regular support (e.g., tailored newsletters, family outreach).
- Oversee customer-related administrative duties, including data entry, operational reporting, and assisting with student programming and scheduling.
- Lead strategic initiatives such as partnership development, community events, enrollment optimization, and cross-functional process improvements.
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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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
