Customer Happiness Manager

Job Summary

To foster lasting relationships with families, the full-time remote Customer Happiness Manager will manage customer support communications, lead a small team, and engage the community through creative initiatives while influencing program quality based on family feedback.

Key Responsibilities

• Communicate with families via phone, email, and chat to resolve inquiries and deliver exceptional support
• Recruit, train, mentor, and manage a customer support team member to delegate operational tasks effectively
• Nurture community engagement through proactive initiatives like tailored newsletters and family outreach

Required Qualifications

• 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
• Proactive in transforming customer insights into operational improvements
• Results-driven with a strong sense of accountability to deadlines and commitments
• Extensive experience navigating or working within the NYC parenting or education market is highly preferred