Community Manager

About Empowerly

Empowerly (Empowerly.com) is an education technology company dedicated to personalizing college and career counseling. Our mission is to empower students to achieve their fullest potential. We leverage data-driven education technology, offer startup and research internship programs, and provide personalized counseling delivered by former college Admission Officers and experienced counselors. As a rapidly growing, mission-driven, and venture-backed company, we value collaboration, data-driven decisions, and empowerment. Our unique Empowerly Score™ holistically evaluates students academically, through essays, and extracurriculars, offering a 360-degree view for competitive college applications. We operate as a fully remote, global workforce focused on building world-class college admissions advisory services.

About the Role

The Community Manager is integral to Empowerly's mission, ensuring a positive and supportive experience for students, families, and our marketplace of College Counselors. This role also involves contributing to internal programs that drive student success. We are looking for an experienced, organized, and customer-oriented individual who will integrate seamlessly with our team and provide exceptional service.

Requirements and Responsibilities

• Assist families and students throughout their Empowerly journey to optimize their college admissions process.
• Facilitate the counseling journey for families upon registration, including onboarding calls, counselor matching, session scheduling, and addressing inquiries.
• Respond to and resolve all incoming customer communications within internal Service Level Agreements (SLAs).
• Collaborate cross-functionally with internal groups to ensure optimal customer outcomes.
• Provide phone and email support using CRM tools.
• Support the Head of Counselors in ensuring the optimal performance of College Admissions Counselors.
• Serve as a primary resource for counselors and families, providing consistent and accurate information across various platforms (Slack, email, phone, video, team meetings, webinars).
• Develop and enhance processes to ensure quality counseling, effective student-counselor meetings, clear instructions for new users, and realistic expectation setting.
• Monitor customer satisfaction through regular surveys.
• Collaborate with the team to manage Empowerly’s operational processes and contractor teams.
• Partner with teams in a cross-functional, integrated setting.
• Assist the Operations Team in scaling by improving processes and resolving complex problems.
• Represent Empowerly’s brand to current and prospective customers.
• Perform other duties as assigned.
• Business travel may be required for team building, conferences, etc.
• Requires flexibility to work some evening and weekend hours (schedule may vary weekly).

Minimum Qualifications

• Eligibility: U.S. citizens based in the United States only.
• Location Preference: Candidates residing in EST or CST time zones are preferred.
• Education: Undergraduate and/or graduate degree from a Top 100 undergraduate institution.
• Experience: 1-2 years of experience in student support, customer service, or another customer experience role; experience within a college counseling firm is a plus.
• Knowledge: Familiarity with college preparation, application, and admission processes.
• Interpersonal Skills: Ability to establish and maintain effective working relationships.
• Professionalism: High standards of conduct and attitude, demonstrating empathy and patience in customer service.
• Communication: Clear communicator with exceptional follow-up skills.
• Motivation: Ability to motivate others and convey information effectively and accurately.
• Problem-Solving: Capacity for innovative and creative problem-solving.
• Adaptability: Ability to work in a fast-paced environment with competing priorities.
• Customer Focus: Knowledge of customer experience satisfaction.
• Schedule Flexibility: Willingness to work some weekend hours (schedule may vary).
• Tech Savvy: Proficient with Google Workspaces and other modern technologies.
• Self-Motivation: Highly adaptive and self-motivated professional.
• Detail-Oriented: Meticulous attention to detail.
• Schedule Adaptability: Ability to incorporate evenings and weekends into the work 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.
• Familiarity with college preparation, application, and admission processes.

Compensation

• Salary Range: $65,000 - $80,000 per year

Additional Information

• Empowerly may use AI tools to assist in the hiring process (e.g., reviewing applications, analyzing resumes), but final decisions are made by humans. For more information on data processing, please contact the company.