Customer Experience & Community Director

About the Company

NORY is the premier STEM camp provider in NYC and Boston, enriching the learning journey of over 4,000 children annually through immersive, hands-on learning experiences. Our mission is to nurture young risk-takers, problem-solvers, and empathetic leaders.

Responsibilities

• Communicate with families via phone, email, and chat to resolve inquiries and foster brand loyalty
• Recruit, train, mentor, and manage a customer support team member
• Nurture the NORY family community through creative engagement initiatives like tailored newsletters
• Oversee administrative duties including data entry, operational reporting, and student scheduling
• Lead strategic initiatives such as partnership development, community events, and enrollment optimization

Requirements

• 5+ years of experience in customer success, customer support, account management, or marketing
• Exceptional empathy and communication skills for building long-term community relationships
• Proactive mindset for transforming customer insights into operational improvements
• High-agency leadership style with strong accountability to deadlines
• Experience in the NYC parenting or education market is highly preferred

Benefits

• Comprehensive Health, Dental, and Vision benefits
• 401(k) plan eligibility after 12 months of service
• Generous Paid Time Off (PTO) program
• Paid holidays