Requirements and responsibilities
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. From college preparation, landing internships, and beyond, we support students in achieving their academic goals.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.Empowerly raised $30 million from investors, including Goodwater Capital, Conductive Ventures, FJ Labs, Scrum Ventures, Translink Capital, Azure Capital Partners, and Spero Ventures.About the RoleEmpowerly is looking for a Community Manager to support students and families throughout their college admissions journey.As a Community Manager, you will serve as a key point of contact for families, helping ensure they have a smooth and positive experience with Empowerly. You'll work closely with students, parents, counselors, and internal teams to answer questions, solve problems, coordinate next steps, and help families get the most out of our services.This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and can balance relationship-building with strong organization and attention to detail.For candidates with additional experience, there may be an opportunity to join at the Senior Community Manager level. Senior Community Managers take on more complex family situations, help drive process improvements, and serve as a resource for other members of the Community Management team.ResponsibilitiesStudent and Family SupportServe as a primary point of contact for students and families throughout their Empowerly experienceBuild strong relationships with families through proactive communication and supportAnswer questions, troubleshoot concerns, and help families navigate the admissions processPartner with counselors and internal teams to ensure students stay on track toward their goalsMonitor student engagement and identify opportunities for additional supportDeliver a high level of customer service in every interactionCommunity Management OperationsManage incoming support requests and customer communicationsMaintain accurate records and documentation within Empowerly systemsCoordinate family communications related to onboarding, counselor transitions, scheduling, and other program updatesComplete operational tasks accurately and efficientlyHelp ensure a consistent experience for families across all stages of the programEscalations and Problem SolvingResolve customer concerns with professionalism, empathy, and sound judgmentEscalate issues when appropriate while maintaining a positive experience for familiesFor senior-level team members, serve as a point person for more complex or sensitive customer situationsPartner with Community Operations leadership to identify recurring challenges and recommend solutionsProcess Improvement and ProjectsIdentify opportunities to improve workflows and the family experienceShare feedback and ideas that help the team work more effectivelySupport projects that improve Community Management operationsFor senior-level team members, take ownership of larger operational initiatives and coordinate projects involving multiple stakeholdersTeam CollaborationWork closely with counselors, operations leaders, and cross-functional teamsContribute to a positive, collaborative team environmentSupport onboarding and training efforts for new team members as neededRemain flexible and adaptable as business needs evolveMinimum QualificationsBachelor's degree from an accredited university4+ years of experience in customer service, customer success, account management, education, operations, or a related fieldExperience working directly with customers, students, families, or clientsStrong written and verbal communication skillsExcellent organization and attention to detailAbility to manage multiple priorities and stay calm under pressureStrong problem-solving skills and sound judgmentComfort learning and working within multiple systems and technologiesAbility to work independently in a remote environmentA positive attitude, strong empathy, and a genuine desire to help othersMust be legally authorized to work in the United States without current or future sponsorshipMust reside and work within the United StatesPreferred QualificationsCollege admissions, college counseling, educational services, tutoring, or coaching backgroundFamiliarity with customer support platforms such as Zendesk, HubSpot, or AircallStrong customer service and conflict resolution skillsProject coordination or process improvement exposureAbility to support and guide teammates in a collaborative environmentComfort working in a fast-paced, growing organizationSenior Level ConsiderationCandidates may be considered for a Senior Community Manager title based on their experience and demonstrated ability to:Handle complex customer situations independentlyLead operational projects and process improvementsDrive customer satisfaction and retention effortsServe as a trusted resource for teammatesIdentify opportunities to improve systems, workflows, and the overall customer experienceTitle and compensation will be determined based on experience, qualifications, and demonstrated impact.LocationRemote position within the United StatesCandidates must reside and work within the United StatesCandidates must be legally authorized to work in the United States without current or future sponsorshipOccasional business travel may be required for team meetings or company eventsWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)