Community Manager

🇺🇸Remote - PDT Time Zone$55K–$75K/yri1h ago

Higher Ed Customer Success Student Support Account Management Higher Education Community Management

Role Snapshot

Community Manager at Empowerly, an education technology company, serving as a primary point of contact for students and families throughout their college admissions journey. This role balances relationship-building with operational excellence to ensure a positive customer experience.

Key Responsibilities: Serve as primary support contact for students and families, answering questions and troubleshooting concerns while coordinating with counselors and internal teams. Manage support requests, maintain accurate records, monitor student engagement, and identify opportunities for additional support and process improvements.

Skills & Tools: Strong communication and relationship-building abilities with excellent customer service orientation, organizational skills, and attention to detail. Proficiency with CRM systems, ability to manage multiple priorities in a fast-paced environment, and collaborative mindset with potential leadership capabilities for senior-level candidates.

Qualifications: 2+ years of customer-facing experience, customer success, or community management; high school diploma required, bachelor's degree preferred. Project coordination or process improvement exposure desirable; senior-level candidates should demonstrate ability to handle complex situations independently and drive process improvements.

Location: Remote - PDT Time Zone

Compensation: $55K–$75K/yr (estimated)

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Job Description

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. From college preparation, landing internships, and beyond, we support students in achieving their academic goals. 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. Empowerly raised $30 million from investors, including Goodwater Capital, Conductive Ventures, FJ Labs, Scrum Ventures, Translink Capital, Azure Capital Partners, and Spero Ventures. 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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