empowerly - Community Manager (Senior Level Considered)
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Requirements
• Bachelor's degree from an accredited university • 4+ years of experience in customer service, customer success, account management, education, operations, or a related field • Experience working directly with customers, students, families, or clients • Strong written and verbal communication skills • Excellent organization and attention to detail • Ability to manage multiple priorities and stay calm under pressure • Strong problem-solving skills and sound judgment • Comfort learning and working within multiple systems and technologies • Ability to work independently in a remote environment • A positive attitude, strong empathy, and a genuine desire to help others • Must be legally authorized to work in the United States without current or future sponsorship • Must reside and work within the United States • College admissions, college counseling, educational services, tutoring, or coaching background • Familiarity with customer support platforms such as Zendesk, HubSpot, or Aircall • Strong customer service and conflict resolution skills • Project coordination or process improvement exposure • Ability to support and guide teammates in a collaborative environment • Comfort working in a fast-paced, growing organization • ## Senior Level Consideration • Candidates may be considered for a Senior Community Manager title based on their experience and demonstrated ability to: • Handle complex customer situations independently • Lead operational projects and process improvements • Drive customer satisfaction and retention efforts • Serve as a trusted resource for teammates • Identify opportunities to improve systems, workflows, and the overall customer experience • Title and compensation will be determined based on experience, qualifications, and demonstrated impact. • Remote position within the United States • Candidates must reside and work within the United States • Candidates must be legally authorized to work in the United States without current or future sponsorship • Occasional business travel may be required for team meetings or company events
Responsibilities
• Student and Family Support • Serve as a primary point of contact for students and families throughout their Empowerly experience • Build strong relationships with families through proactive communication and support • Answer questions, troubleshoot concerns, and help families navigate the admissions process • Partner with counselors and internal teams to ensure students stay on track toward their goals • Monitor student engagement and identify opportunities for additional support • Deliver a high level of customer service in every interaction • Manage incoming support requests and customer communications • Maintain accurate records and documentation within Empowerly systems • Coordinate family communications related to onboarding, counselor transitions, scheduling, and other program updates • Complete operational tasks accurately and efficiently • Help ensure a consistent experience for families across all stages of the program • Escalations and Problem Solving • Resolve customer concerns with professionalism, empathy, and sound judgment • Escalate issues when appropriate while maintaining a positive experience for families • For senior-level team members, serve as a point person for more complex or sensitive customer situations • Partner with Community Operations leadership to identify recurring challenges and recommend solutions • Process Improvement and Projects • Identify opportunities to improve workflows and the family experience • Support projects that improve Community Management operations • For senior-level team members, take ownership of larger operational initiatives and coordinate projects involving multiple stakeholders • Team Collaboration • Work closely with counselors, operations leaders, and cross-functional teams • Contribute to a positive, collaborative team environment • Support onboarding and training efforts for new team members as needed • Remain flexible and adaptable as business needs evolve
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