Community Manager (Mandarin Speaking)

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)

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