Community Manager (Senior Level Considered)

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

• 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

• 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

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.

• 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