Key skills
CommunicationCustomer SuccessAccount Management
About this role
Role Overview
- 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.
Requirements
- 5+ years of experience in customer success, customer support, account management, or marketing.
- Relationship-Driven: Exceptional empathy and communication skills, with a proven track record of building long-term community relationships.
- Strategic Problem-Solver: Highly proactive in transforming customer insights into operational improvements, with a solution-oriented mindset.
- High-Agency Leader: Purposeful, results-driven, and highly accountable to deadlines and commitments.
- Growth Mindset: Deeply receptive to feedback, continuously learning, and dedicated to working as a collaborative team player.
- Market Insight (Plus): Extensive experience navigating or working within the NYC parenting or education market is highly preferred.
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.