Customer Happiness Manager

NORY•United States, NY

22d•$70,000 - $87,000

About The Position

Our 9000+ families are passionate about the future of education. Nurturing this community of passionate families is an important and meaningful task. The keyword for this position is “relationship.” Beyond providing the support our families need, we want to build a long-term relationship with each of them so their parenting journey grows with us. Additionally, this position will help the team improve the quality of our program through the input we collect from families. This is an entrepreneurial and proactive role that can create a massive impact on our families and team.

Requirements

Empathetic problem solver with excellent written and verbal communication skills.
Skilled at building long-term relationships and proactive in improving processes.
Purposeful and driven, passionate about achieving results and making an impact.
Positive attitude, solution-oriented mindset, and accountability in commitments.
Open to feedback, continuously learning, and a team player who values empathy and compassion.
At least 5 years of experience in customer support or marketing.

Nice To Haves

Extensive experience in the NYC parenting or education market is a plus.

Responsibilities

Communicate with customers via phone, email and chat to provide support and build lasting relationships
Handle customer-related administrative duties: data entry and reporting, assisting with programming and scheduling
Nurture the community of the NORY families through your creative initiatives beyond regular communications such as newsletters
Assist with special projects, such as partnership development, family events, enrollment boost, and customer-related process improvements
Hire, train, and manage an additional team member to delegate the responsibilities above.