Customer Happiness Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Engage with families through phone, email, and chat to address inquiries, provide outstanding support, and cultivate enduring brand loyalty.

• Recruit, train, mentor, and oversee an additional member of the customer support team to effectively assign daily operational tasks.

• Foster the NORY family community through innovative and proactive engagement initiatives that go beyond standard support (e.g., customized newsletters, family outreach).

• Manage customer-related administrative responsibilities, including data entry, operational reporting, and support for student programming and scheduling.

• Drive strategic initiatives such as partnership development, community events, enrollment enhancement, and cross-functional process improvements.

⛳️ Requirements

• A minimum of 5 years of experience in customer success, customer support, account management, or marketing.

• Outstanding empathy and communication abilities, with a proven history of fostering long-term community relationships.

• Highly proactive in converting customer feedback into operational enhancements, demonstrating a solution-oriented approach.

• Purposeful, results-focused, and highly accountable for meeting deadlines and commitments.

• Open to feedback, committed to continuous learning, and dedicated to being an effective team collaborator.

• Significant experience within the NYC parenting or education market is strongly preferred.

🏝️ Benefits

• Comprehensive Health, Dental, and Vision benefits.

• Eligibility for a 401(k) plan for staff after 12 months of employment.

• Generous Paid Time Off (PTO) program.

• Paid holidays.