Community Manager (Mandarin Speaking)

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. 

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. 

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.

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.

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REQUIREMENTS AND RESPONSIBILITIES

• Fluent in both Mandarin and English

• 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)

MINIMUM QUALIFICATIONS

• At this time, we are only considering U.S. citizens who are based in the United States
• Preferred Candidates will live in EST or CST

• 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

Preferred Qualifications

• 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

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