Summary of the Community Manager (Senior Level Considered) job at empowerly
empowerly is hiring a Community Manager (Senior Level Considered). Based in Remote. Working arrangement: Remote.
About empowerly
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.
Community Manager (Senior Level Considered) job description
About the Role
Empowerly 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.
Responsibilities
Student and Family Support
Serve as a primary point of contact for students and families throughout their Empowerly experience
Build strong relationships with families through proactive communication and support
Answer questions, troubleshoot concerns, and help families navigate the admissions process
Partner with counselors and internal teams to ensure students stay on track toward their goals
Monitor student engagement and identify opportunities for additional support
Deliver a high level of customer service in every interaction
Community Management Operations
Manage incoming support requests and customer communications
Maintain accurate records and documentation within Empowerly systems
Coordinate family communications related to onboarding, counselor transitions, scheduling, and other program updates
Complete operational tasks accurately and efficiently
Help ensure a consistent experience for families across all stages of the program
Escalations and Problem Solving
Resolve customer concerns with professionalism, empathy, and sound judgment
Escalate issues when appropriate while maintaining a positive experience for families
For senior-level team members, serve as a point person for more complex or sensitive customer situations
Partner with Community Operations leadership to identify recurring challenges and recommend solutions
Process Improvement and Projects
Identify opportunities to improve workflows and the family experience
Share feedback and ideas that help the team work more effectively
Support projects that improve Community Management operations
For senior-level team members, take ownership of larger operational initiatives and coordinate projects involving multiple stakeholders
Team Collaboration
Work closely with counselors, operations leaders, and cross-functional teams
Contribute to a positive, collaborative team environment
Support onboarding and training efforts for new team members as needed
Remain flexible and adaptable as business needs evolve
Minimum Qualifications
Bachelor's degree from an accredited university
4+ years of experience in customer service, customer success, account management, education, operations, or a related field
Experience working directly with customers, students, families, or clients
Strong written and verbal communication skills
Excellent organization and attention to detail
Ability to manage multiple priorities and stay calm under pressure
Strong problem-solving skills and sound judgment
Comfort learning and working within multiple systems and technologies
Ability to work independently in a remote environment
A positive attitude, strong empathy, and a genuine desire to help others
Must be legally authorized to work in the United States without current or future sponsorship
Must reside and work within the United States
Preferred Qualifications
College admissions, college counseling, educational services, tutoring, or coaching background
Familiarity with customer support platforms such as Zendesk, HubSpot, or Aircall
Strong customer service and conflict resolution skills
Project coordination or process improvement exposure
Ability to support and guide teammates in a collaborative environment
Comfort working in a fast-paced, growing organization
Senior Level Consideration
Candidates may be considered for a Senior Community Manager title based on their experience and demonstrated ability to:
Handle complex customer situations independently
Lead operational projects and process improvements
Drive customer satisfaction and retention efforts
Serve as a trusted resource for teammates
Identify opportunities to improve systems, workflows, and the overall customer experience
Title and compensation will be determined based on experience, qualifications, and demonstrated impact.
Location
Remote position within the United States
Candidates must reside and work within the United States
Candidates must be legally authorized to work in the United States without current or future sponsorship
Occasional business travel may be required for team meetings or company events
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