Customer Success & Enrollment Coordinator (NYC)

div id="about-us">

Kids in the Game sport and enrichment-based programs can found in schools and communities across New York City, serving thousands of children every year. Our goal is to provide positive experiences and opportunities through sports and creative play. We inspire kids to embrace new experiences, adopt a healthy lifestyle, and build integrity.

Our work is focused on achieving five ultimate impacts:

• Enhancing emotional intelligence
• Creating a positive sense of self
• Developing NYC into the nation's top talent hub
• Integrating our communities
• Narrowing the income inequality gaps

We are a Certified B Corporation committed to doing business for good. We strive every day to have a positive impact in the lives of our youth, believing it all starts with being the best part of their day.

Responsibilities

• Customer Success & Team Leadership:
  • Direct, support, and mentor a distributed customer service team handling phone, email, chat, and data entry to maintain high standards of responsiveness and quality service.
  • Delegate incoming inquiries, manage daily shift schedules, and oversee the customer service Slack channel to ensure prompt, smooth communication across the distributed team.
  • Onboard, train, and continuously coach customer service representatives on program details, communication tone, and system tools.
  • Conduct regular quality check-ins and performance reviews.
  • Act as the primary escalation point for complex or sensitive customer service issues, resolving escalated family concerns and supporting representatives with challenging scenarios.
  • Engage directly with prospective and returning families via website chat, phone calls, emails, and marketing events to build relationships and support registration.
  • Maintain up-to-date program information, internal reference guides, and website FAQs so the support team and families always have accurate information.
• School Year & Summer Camp Enrollment:
  • Oversee registration and enrollment for school year programs and summer camps.
  • Build and maintain registration platforms (Lineleader, UltraCamp), track account balances, and manage payment collection.
  • Serve as the main point of contact for parents and guardians, addressing inquiries and providing program information.
  • Coordinate and maintain accurate participant records, including forms, waivers, and emergency contacts.
  • Monitor enrollment numbers, track trends, and provide reports to inform decision-making.
  • Manage employer-sponsored benefit registrations and generate reports on filled slots.
  • Conduct audits, review attendance, and monitor payments and account balances.
  • Communicate enrollment updates, payment reminders, and policy changes to parents.
  • Collaborate with the finance department for billing, refunds, and accurate fee collection.
  • Manage waitlists and communicate enrollment status promptly.
  • Capture customer data for future marketing campaigns and mass communications.
  • Collaborate with internal departments to develop and implement enrollment policies and procedures.
  • Ensure proper collection and storage of participant medical information.
• Team-Wide Responsibilities:
  • Demonstrate curiosity, ambition, and accountability in resolving issues and improving internal processes.
  • Work collaboratively with in-person team members and bridge the gap with remote support staff.
  • Manage assigned projects, seek feedback, and meet deadlines.
  • Support in-person events led by the marketing and development team.

Requirements

• Bachelor's degree in education, recreation, business administration, or previous experience in camp administration or enrollment management, preferably within summer camps or after school programs.
• Exceptional organizational and administrative skills, with excellent attention to detail.
• Excellent interpersonal and communication skills, with the ability to interact effectively with parents, camp staff, and external stakeholders.
• Proficiency in using computer applications, including Microsoft Office Suite, G Suite, camp management software, and project management software.
• Knowledge of enrollment processes, camper databases, and registration systems.
• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.
• Flexibility to work evenings or weekends as needed for camp events, registration days, and enrollment activities.
• Ability to communicate effectively with families from diverse backgrounds, including non-English speaking customers (Spanish proficiency is highly desirable).

To qualify for a salary offer above $55,000, you must have 2+ years of relevant experience in customer service leadership roles, experience using CRM and youth program registration tools (e.g., SalesForce, Hubspot, Zendesk, LineLeader, UltraCamp), and advanced proficiency in Excel/Google Sheets.

Benefits

• Health, dental, vision, and life insurance benefits.
• 401K with employer matching contributions.
• Commuter benefits.
• Gym membership / health & wellness reimbursement.
• Free summer camp for eligible relatives (if applicable).

Pay

$50,000-$60,000 base salary (commensurate with prior experience) + annual bonuses. Kids in the Game provides pay equity to employees performing the same or similar work.

Schedule

• Full-time OT non-exempt role based in New York City, requiring in-person work at least 4 days per week.
• Regular schedule: Monday - Friday from 9am - 5pm.
• Evening and weekend work may be required to meet project deadlines as well as complete professional development requirements.

Why This Role Might Be Right For You

• You have an interest and curiosity for all things sports and youth development and care deeply about creating positive experiences for kids of all ages.
• You've had diverse customer service experiences and know what it takes to provide empathy, critical support, and guidance to team members, families, partners, and frontline staff.
• You've worked independently on data management and customer success projects, managing & analyzing large data sets, and organizing and auditing print and digital records.
• You're comfortable learning and using new technology and platforms, able to pick up tech systems quickly, learn key features, and teach others.
• You love the experience of being in a vibrant office space and collaborating with others.
• You have the ability to relate to the experiences of diverse communities across NYC and care deeply about advancing diversity, equity, and inclusion.