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 supervise an additional member of the customer support team.

• Assign daily operational responsibilities.

• Foster the NORY family community through innovative and proactive engagement initiatives, including customized newsletters and outreach to families.

• Manage customer-related administrative tasks, encompassing data entry and operational reporting.

• Support student programming and scheduling.

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

• Gather and analyze family feedback to enhance program quality.

⛳️ Requirements

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

• Outstanding empathy and communication abilities, evidenced by a successful history of fostering long-term community relationships.

• Highly proactive in converting customer insights into operational enhancements.

• Solution-focused mindset.

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

• Open to feedback, committed to continuous learning, and dedicated to collaborating as a team player.

• Extensive experience in navigating or engaging with the NYC parenting or education sector is strongly preferred.

• Updated resume is mandatory.

• Response to the application prompt is required.

🏝️ Benefits

• Comprehensive Health, Dental, and Vision benefits.

• Eligibility for 401(k) plan available for staff after 12 months of service.

• Generous Paid Time Off (PTO) program.

• Paid holidays.