[Hiring] Customer Happiness Manager @NORY

Role Description

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.

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

Qualifications

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

Cultural Fit

We are searching for professionals who are not just skilled but also deeply align with our core values. At NORY, our 'Ways of Being' guide everything we do:

• We are purposeful in our actions, always asking "why" to cultivate inner motivation
• We ask "how to make it work" before wondering "if it will be possible"
• Our decisions are grounded in data and logic
• We are accountable and disciplined
• We actively seek feedback, embracing different perspectives and effective methods that contribute to our growth
• We avoid superficial solutions, opting instead to thoroughly analyze problems to create sustainable, scalable responses
• We are unifiers, fostering a loving and caring team environment that deeply values empathy and compassion

To Apply

Please share your resume and your response to the below prompt to: [email protected]

Describe the skills and experience you bring that align with the requirements of this position and would contribute to your success in the role.

Compensation

$70,000 - $87,000 annual salary

Benefits

• Health, Dental, and Vision Benefits
• 401K Plan Eligibility: Available for staff who have worked at NORY for 12+ months
• PTO Program
• Paid Holidays

NORY, Inc. is a proud equal opportunity employer and values diversity. We encourage applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other category protected by law.