Community Manager

Empowerly (Empowerly.com) is an education technology company that personalizes college and career counseling, with a mission to empower students to become the most successful version of themselves. 

We provide data-driven education technology, start up and research internship programs, and personalized counseling led by former college Admission Officers and experienced college counselors. We are a rapidly growing, mission-driven, and venture-backed company. It takes a unified team committed to our core values – collaboration, data driven, and empowerment – to achieve this goal and a fast-moving team committed to serving the needs of families.

Each student is holistically evaluated through our  Empowerly Score™ — the only predictive technology that can also quantify subjective material. Each student is offered a three-pronged approach to evaluate academics, essays, and extracurricular activities – providing them a 360-degree view of how to be competitive against other applicants.

We are a fully remote, global workforce focused on building world-class, college admissions advisory services and programs. 

Successful Characteristics at Empowerly

A Problem Solver: You have a problem solving mindset with a solution first approach

Detail-Oriented: You’re able to dig into data and processes with a fine tooth comb to understand how to get things done in the best way possible

A Lifelong Learner:  You’re not afraid to admit what you don’t know and are willing to take on any task delegated to you. You are a fast learner, coachable, and work well with other team members

An Owner:  You’re not afraid to take on full responsibility for any project, big or small

Proven Winner: You are a demonstrated top performer and overachiever. You are hungry and driven to succeed. 

Positive Self-Starter:  You have an upbeat, persistent style, manage your time well, and can present your ideas in a clear professional manner. You are highly self motivated and maintain high levels of daily activity and follow up. 

Interpersonal Skills: Personable, empathetic, and enjoys helping parents and students succeed

Entrepreneurial Spirit: You thrive in fast paced environments.  Empowerly is a hyper growth company and a start up. 

Tech Savvy: Embraces SaaS Platforms, Hubspot, Google Workspaces (Slides, Sheets, Docs) etc; comfortable working in spreadsheets and comfortable working with multiple monitors

Confidence: You embrace opportunities, take risks, and challenge the status quo

Good Judgment: You have the ability to solve problems and communicate well in ambiguous situations

About the Role

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.

Location and Position

Remote Position - PST / CST / MST Time Zone

Business Travel as Needed for Team Building, Conferences, etc.

• 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 outcomesProvide phone and email support using CRM tools
• Support Head of Counselors in ensuring optimal performance of College Admissions CounselorsServe 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 surveysWork 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 assignedBusiness Travel as Needed for Team Building, Conferences, etc.
• Work some evening and weekend hours (schedule may vary by week, “flex” schedule)

• Possess an undergraduate and/or graduate degree
• Have 1-2 years of experience in a student support, customer service, or other customer experience role
• 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
• Possess an undergraduate and/or graduate degree from a Top 100 undergraduate institution
• Familiar with college preparation, application, and admission processes