Community Manager, Mandarin Speaking

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

📋 Description

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

• Assist families in initiating their counseling journey upon registration, including onboarding calls, ensuring a good match with counselors, scheduling sessions, and addressing questions.

• Address and resolve all incoming customer inquiries within internal service level agreements (SLAs). Collaborate 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 ensuring the high performance of College Admissions Counselors.

• Act as a resource for the community by providing consistent and accurate information to counselors and families across various platforms (Slack, email, phone, video, team meetings, webinars, etc.).

• Develop and enhance processes to ensure quality counseling, regular interactions between students and counselors, clear instructions for new families and counselors, and realistic expectations.

• Monitor customer satisfaction through regular surveys.

• Collaborate with a team to oversee 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 both current and prospective customers.

• Undertake additional duties as assigned.

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

• Work some evening and weekend hours (schedule may vary weekly, “flex” schedule).

⛳️ Requirements

• Bilingual in Mandarin and English.

• 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 related customer experience roles; bonus points for experience in a college counseling firm.

• Familiarity with college preparation, application, and admissions processes.

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

• Maintain high standards of conduct and attitude, displaying empathy and patience when addressing customer service issues.

• Exhibit clear communication skills with exceptional follow-up abilities to ensure closure of communication loops.

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

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

• Thrive in a fast-paced environment, managing competing priorities and developing work streams.

• Knowledge of customer experience satisfaction metrics.

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

• Proficient with Google Workspaces and other modern technologies.

• Be a highly adaptive, self-driven professional.

• Detail-oriented.

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

🏝️ Benefits

• Health insurance.

• 401(k).

• Flexible work arrangements.

• Professional development.