Community Manager
New
At this time, we are only considering U.S. citizens who are based in the United States, EST or CSTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent in both Mandarin and English
- Experience
- 1-2 years
- Required Skills
- CRMCustomer supportHubSpotGoogle WorkspaceZendesk
Requirements
- U.S. citizen based in the United States
- Undergraduate and/or graduate degree from a Top 100 undergraduate institution
- 1-2 years of experience in student support, customer service, or customer experience
- Familiarity with college preparation, application, and admission processes
- Fluent in both Mandarin and English
- Ability to work flexible schedule including evenings and weekends
- Proficiency with Google Workspaces
- Strong communication, follow-up, and problem-solving skills
- Experience with Zendesk, Aircall, or Hubspot (preferred)
- Ability to travel for team building or conferences
Responsibilities
- 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
- 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
- Create and improve processes to ensure quality counseling
- Monitor satisfaction through routine surveys
- Work with a team to manage Empowerly’s operations processes and contractor teams
- Represent Empowerly’s brand to current and prospective customers
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