Customer Happiness Manager (Education)

About NORY:

NORY is the premier STEM camp provider in NYC and Boston, enriching the learning journey of 4000+ children annually through immersive and hands-on learning experiences. Our mission is to nurture young risk-takers, problem solvers, and empathetic leaders. Discover more about our mission and program:

• Instagram: bit.ly/noryi
• Summer Camp Video: bit.ly/noryvideo1

Job 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.

If these values speak to you, see how you align with our complete 'Ways of Being' at www.nory.co/value.

To Apply:

Please submit your resume and cover letter, including your response to this client prompt:

"We are reconsidering camps for our 4 year old - given he has difficulty adjusting to new environments, we are considering just putting him in the daycare that he will be attending for his Pre-K program. What is your refund policy? We would keep our 7 year old enrolled!"

If you have a special reason for applying to this position, please share it directly with us at peter@NORY.co.

NORY, Inc. is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, religion, sexual orientation, gender, national origin, age, physical or mental disability, genetic information, or any other category protected by applicable federal, state, or local laws.