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About the Role

Kids in the Game inspires children through sports and enrichment programs, focusing on emotional intelligence, positive self-image, talent development, community integration, and reducing income inequality. As a Certified B Corporation, we are committed to making a positive impact on youth.

Responsibilities

• Oversee customer success and registration/enrollment processes for after school programs, sports classes, and summer camps.
• Manage registration data for over 1,000 students and 2,500+ campers annually.
• Guide new and returning families through the enrollment process.
• Manage the participant registration process and related databases.
• Analyze enrollment data and assist families throughout the enrollment process.
• Support the scholarship application process.
• Represent Kids in the Game at recruiting/registration events.
• Provide customized support and assistance for registered families.
• Act as team leader and operational anchor for a distributed customer service team.
• Direct, support, and mentor a distributed customer service team.
• Delegate incoming inquiries and manage daily shift schedules.
• Oversee the customer service Slack channel.
• Onboard, train, and coach customer service representatives.
• Conduct regular quality check-ins and performance reviews.
• Act as the primary escalation point for complex customer service issues.
• Engage directly with prospective and returning families via website chat, phone calls, emails, and marketing events.
• Maintain up-to-date program information, internal reference guides, and website FAQs.
• 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.
• Coordinate and maintain accurate participant records, including forms, waivers, and emergency contacts.
• Monitor enrollment numbers, track trends, and provide reports.
• 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 fee collection.
• Manage waitlists and communicate enrollment status.
• Capture customer data for future marketing campaigns.
• Collaborate with internal departments to develop and implement enrollment policies and procedures.
• Ensure proper collection and storage of participant medical information.
• 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

• Background in customer service (phones, emails).
• Experience with program registration, document management, and implementing registration and communication systems.
• Proficiency in Excel/Google Sheets data entry and analysis.
• Ability to learn new registration tools quickly and build reporting processes.
• Bachelor's degree in education, recreation, business administration, or previous experience in camp administration or enrollment management.
• Exceptional organizational and administrative skills with excellent attention to detail.
• Excellent interpersonal and communication skills.
• 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.
• Ability to communicate effectively with families from diverse backgrounds.
• Interest and curiosity for sports and youth development.
• Diverse customer service experiences, providing empathy, critical support, and guidance.
• Experience working independently on data management and customer success projects.
• Comfortable learning and using new technology and platforms.
• Ability to tap into creative ideas to improve internal processes and enhance customer experience.
• Ability to relate to the experiences of diverse communities across NYC.
• 2+ years of relevant experience in customer service leadership roles (for salary above $55,000).
• Experience using CRM and youth program registration tools (e.g. SalesForce, Hubspot, Zendesk, LineLeader, UltraCamp) (for salary above $55,000).
• Advanced proficiency in Excel/Google Sheets (for salary above $55,000).

Skills

• Customer Service
• Program Registration
• Document Management
• Data Entry
• Data Analysis
• Reporting
• Team Leadership
• Training
• Escalation Management
• Communication
• Interpersonal Skills
• Microsoft Office Suite
• G Suite
• Camp Management Software
• Project Management Software
• Spanish proficiency (highly desirable)

Location

• New York City

Work Type

• Full-time
• Onsite (at least 4 days per week)
• Hybrid

Experience Level

• Entry Level
• Mid Level

Education Level

• Bachelor's degree in education, recreation, business administration, or equivalent experience

Salary/Compensations

• $50,000-$60,000 base salary
• Annual bonuses

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401K with employer matching contributions
• Commuter benefits
• Gym membership / health & wellness reimbursement
• Free summer camp for eligible relatives (if applicable)

About the Company

• Kids in the Game sport and enrichment-based programs are in schools and communities across New York City.
• We are a Certified B Corporation committed to doing business for good.
• We are a youthful, passionate, and committed team of individuals who care about our youth and city.
• We work hard and take pride in executing programs at a high level.
• We support each other personally and professionally.
• We use games & team building exercises to maintain a robust team culture.
• We regularly participate in company social leagues, workout classes, and sporting events.
• We value work/life balance and personal autonomy.
• We host semi-annual leadership retreats.

Equal Opportunity

• We are an Equal Opportunity Employer.
• We believe strongly in the value of incorporating diversity, equity, and inclusion in our workplace.
• We accept applications from all interested candidates, regardless of race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
• You can expect to be welcomed into an engaging and spirited environment that emphasizes the importance of teamwork, open communication, and collaboration.
• We are proud to foster an inclusive environment where our team members feel respected by and connected to one another.
• We celebrate the unique experiences, perspectives, and passions of our employees.