Empowerly - Community Manager
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Requirements
• At this time, we are only considering U.S. citizens who are based in the United States • Preferred Candidates will live in EST or CST • Possess an undergraduate and/or graduate degree from a Top 100 undergraduate institution • Have 1-2 years of experience in student support, customer service, or other customer experience role; bonus if within a college counseling firm • Familiar with college preparation, application, and admission processes • 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 • Experience with Zendesk, Aircall, Hubspot, and/or similar platforms • $65,000 - $80,000 a year • We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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 • Business Travel as Needed for Team Building, Conferences, etc. • Work some evening and weekend hours (schedule may vary by week, “flex” schedule)
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