Customer Happiness Manager

Nory

Customer Experience & Community Director balancing customer support and community engagement for NORY mission. Building long-term relationships with families to enhance educational experiences and services.

Posted 6/19/2026contractRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $87,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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

What you’ll need

5+ years of experience in customer success, customer support, account management, or marketing.
Exceptional empathy and communication skills, with a proven track record of building long-term community relationships.
Highly proactive in transforming customer insights into operational improvements, with a solution-oriented mindset.
Purposeful, results-driven, and highly accountable to deadlines and commitments.
Deeply receptive to feedback, continuously learning, and dedicated to working as a collaborative team player.
Extensive experience navigating or working within the NYC parenting or education market is highly preferred.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

empathycommunication skillscommunity relationship buildingproactive engagementsolution-oriented mindsetresults-drivenaccountabilityreceptiveness to feedbackcollaborative team player