Community Manager

Summary

Join Empowerly, a rapidly growing edtech company, as a Community Manager and play a vital role in ensuring a positive experience for students and families navigating the college admissions process. This remote position requires strong customer service skills, experience in student support, and the ability to work collaboratively with internal teams. You will assist families, respond to customer inquiries, improve internal processes, and represent Empowerly's brand. The ideal candidate is detail-oriented, a problem-solver, and comfortable working in a fast-paced environment. This role offers flexibility with a 'flex' schedule, requiring some evening and weekend hours.

Requirements

• Possess an undergraduate and/or graduate degree
• Have 1-2 years of experience in a student support, customer service, or other customer experience role
• Able to establish and maintain effective working relationships with others
• Possess high standards of conduct and attitude, demonstrating empathy and patience when handling customer service issues
• Be a clear communicator with exceptional follow-up skills for closing communication loops
• Able to motivate others and convey information effectively and accurately
• Able to come up with unique or innovative ideas, and creative ways to solve problems
• Able to work in a fast-paced environment, and take on competing priorities and developing work streams
• Possess knowledge of customer experience satisfaction
• Able to work some weekend hours (schedule may vary by week, “flex” schedule)
• Savvy with Google Workspaces and other modern technologies
• Be a highly adaptive, self-motivated professional
• Be detailed-oriented
• Able to adapt evenings and weekends into work schedule

Responsibilities

• Assist families and students during their Empowerly journey to put their best foot forward in the college admissions process
• Help families get started with counseling journey upon registration (onboarding call, ensuring good fit with counselor, sessions scheduled, questions answered, etc)
• Respond and resolve all incoming customer communications within internal SLAs
• Work cross-functionally with other internal groups to ensure customers have the best possible outcomes
• Provide phone and email support using CRM tools
• Support Head of Counselors in ensuring optimal performance of College Admissions Counselors
• Serve as the resource for the community when questions arise from counselors and families and provide consistent, accurate information across different platforms (Slack, email, phone, video, team meetings, webinars, etc)
• Create and improve processes to ensure quality counseling, regular meetings between students and counselors, clear instructions for new families and counselors, realistic expectations
• Monitor satisfaction through routine surveys
• Work with a team to manage Empowerly’s operations processes and contractor teams
• Partner with teams in cross-functional, integrated setting
• Help the Operations Team to scale by improving processes and solving complex problems
• Represent Empowerly’s brand to current and prospective customers
• Perform other duties as assigned
• Work some evening and weekend hours (schedule may vary by week, “flex” schedule)

Preferred Qualifications

• Experience with Zendesk, Aircall, Hubspot, and/or similar platforms
• Possess an undergraduate and/or graduate degree from a Top 100 undergraduate institution
• Familiar with college preparation, application, and admission processes

Benefits

• Remote Position - PST / CST / MST Time Zone
• Business Travel as Needed for Team Building, Conferences, etc
• Work some evening and weekend hours (schedule may vary by week, “flex” schedule)