Community Manager

mature and empathetic professional

Community & Escalations Manager

Key Responsibilities

• Online Review Management: Monitor and respond to online reviews with empathy and professionalism, ensuring every voice feels heard.
• Escalation Handling: Address and resolve student and parent concerns with patience, maturity, and a solution-oriented approach.
• Stakeholder Communication: Front-end discussions with students, parents, and internal teams, maintaining a respectful and composed tone even in challenging conversations.
• Community Sentiment Tracking: Identify recurring themes and feedback trends to improve overall experience and reduce escalations.
• Collaboration: Work closely with internal teams to ensure quick resolution of concerns and maintain transparency in communication.
  

What We’re Looking For

• Experience: 4–6 years of experience in community management, customer success, or stakeholder relations.
• Personality: Soft-spoken, composed, and empathetic — someone who can calm situations and build trust through words.
• Skills: Excellent written and verbal communication; ability to handle sensitive conversations tactfully.
• Approach: Mature mindset, patient listener, and emotionally intelligent communicator.
• Tools: Comfortable with online review platforms, CRM tools, and community engagement systems.