Community Manager, Empowerly

• Fluent in both Mandarin and English
• 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

Desirable

• Community Managers are an integral part of the overall mission of Empowerly
• Our Community Management team ensures a holistically positive experience through the Empowerly journey for our students and families, and our marketplace of College Counselors
• Community Managers also work on various internal programs that lead to student success
• We are seeking an experienced, organized, and customer-oriented Community Manager who will integrate well with our team and provide exceptional service to our marketplace of College Counselors, and our students and families
• We are seeking an experienced, organized, and customer-oriented Community Manager who is fluent in both Mandarin and English and can provide exceptional support to Mandarin-speaking students and families while integrating seamlessly with our broader team
• This individual will serve as a trusted resource for families throughout the college admissions process and ensure a high-quality experience across all stages of the Empowerly journey
• 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
• Perform other duties as assigned
• Business Travel as Needed for Team Building, Conferences, etc
• Work some evening and weekend hours (schedule may vary by week, “flex” schedule)