Community Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Support families and students throughout their Empowerly experience to excel in the college admissions process.

• Assist families in initiating their counseling journey upon registration (including onboarding calls, ensuring compatibility with counselors, scheduling sessions, addressing questions, etc.).

• Address and resolve all incoming customer communications within established internal service level agreements (SLAs). Collaborate cross-functionally with other internal teams to guarantee optimal outcomes for customers.

• Provide support via phone and email utilizing CRM tools.

• Aid the Head of Counselors in optimizing the performance of College Admissions Counselors.

• Act as a resource for the community when inquiries arise from counselors and families, delivering consistent and accurate information across various platforms (such as Slack, email, phone, video, team meetings, webinars, etc.).

• Develop and enhance processes to ensure high-quality counseling, regular meetings between students and counselors, clear guidance for new families and counselors, and realistic expectations.

• Monitor satisfaction levels through regular surveys.

• Collaborate with a team to manage Empowerly’s operational processes and contractor teams.

• Partner with teams in a cross-functional, integrated environment.

• Assist the Operations Team in scaling by refining processes and addressing complex challenges.

• Represent Empowerly’s brand to current and prospective customers.

• Undertake additional responsibilities as assigned.

• Travel for business as required for team building, conferences, etc.

• Work occasional evenings and weekends (schedule may vary weekly, “flex” schedule).

⛳️ Requirements

• Currently, we are only considering U.S. citizens residing in the United States.

• Preferred candidates should be located in the EST or CST time zones.

• Hold an undergraduate and/or graduate degree from a Top 100 undergraduate institution.

• Have 1-2 years of experience in student support, customer service, or a similar customer experience role; experience within a college counseling firm is a plus.

• Familiarity with college preparation, application, and admission processes is essential.

• Ability to establish and maintain effective working relationships with others.

• Exhibit high standards of conduct and attitude, demonstrating empathy and patience when addressing customer service concerns.

• Be an effective communicator with outstanding follow-up skills to ensure closure of communication loops.

• Capable of motivating others and conveying information accurately and effectively.

• Possess the ability to generate unique or innovative ideas and devise creative solutions to problems.

• Able to thrive in a fast-paced environment, managing competing priorities and developing workflows.

• Have knowledge of customer experience satisfaction metrics.

• Must be available to work some weekend hours (schedule may vary weekly, “flex” schedule).

• Proficient with Google Workspaces and other modern technologies.

• Be a highly adaptable, self-motivated professional.

• Attention to detail is crucial.

• Able to incorporate evenings and weekends into the work schedule.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible work schedule promoting work-life balance.