Job Description
We are one of the fastest-growing edtech startups in the U.S., proudly leading the charge in providing high-quality admissions consulting for medical, legal, business, and college studies. Our mission is to disrupt traditional education systems by offering innovative software and services that empower candidates from diverse backgrounds around the world. We are dedicated to assisting college applicants and their families with top-tier content, tutoring, and advisory services for their applications to colleges and graduate schools.
We believe that diversity enriches the learning experience. Our commitment to fostering a culture of inclusivity drives us to embrace various ideas, perspectives, and backgrounds. As a fully remote team, we challenge ourselves to find the most effective ways to empower learners, educators, and families. We celebrate differences in name, race, religion, gender, nationality, sexual orientation, and age, and we are eager to work with talented and creative individuals who share our passion for nurturing students' limitless curiosity.
The Role
As an Escalations Manager on the Student Success team, you will play a pivotal role in addressing complex client concerns, complaints, and issues that extend beyond standard support services. You will collaborate closely with admissions consultants, tutors, student success managers, and leadership to ensure timely resolutions and maintain high client satisfaction. Additionally, you will drive process improvements and implement solutions to prevent recurring issues. This position is open to candidates located anywhere in the United States or Canada.
Responsibilities
Manage Client Escalations:
Serve as the primary contact for escalated student issues, ensuring swift and satisfactory resolutions by collaborating with admissions consultants, tutors, and the Student Success team.
Client Communication & Relationship Management:
Act as the main point of contact for clients, particularly parents, providing timely and accurate responses to inquiries about the academic process and service delivery. Communicate with empathy and professionalism to de-escalate concerns, offering clear explanations and next steps.
Cross-Functional Collaboration:
Work with internal teams (consultants, operations, sales, etc.) to understand client issues, gather necessary information, and implement appropriate solutions. Serve as the liaison between students, parents, and internal teams to ensure alignment on resolution strategies.
Student Matching:
Coordinate and allocate students, matching them with suitable tutors or mentors in collaboration with the Student Success team. Monitor and report on student progress, strategically intervening when necessary to support students' needs.
Process Improvement:
Analyze recurring issues from escalated cases and collaborate with leadership to implement process improvements that minimize future escalations. Develop standardized protocols for managing escalations.
Tracking & Reporting:
Maintain documentation of all escalations, track resolution progress, and report regularly on trends and client satisfaction to the Student Success team.
Client Retention:
Contribute to client retention goals by exceeding expectations through personalized solutions and providing additional assistance when needed.
Negotiation Skills & Adaptability:
Build rapport and trust within the organization, utilizing strong de-escalation and conflict resolution skills while demonstrating cultural awareness and adaptability to effectively manage diverse customer and stakeholder dynamics.
Training & Development:
Assist in training team members on best practices for handling challenging conversations and reducing future escalations. Share insights and ideas to enhance the overall student experience based on handled escalations.
Qualifications
3+ years of experience in customer service or client relations, particularly managing escalations in a fast-paced environment.
Preferred experience in the education industry and startup environments.
Highly organized with effective time management and problem-solving skills, maintaining a positive, can-do attitude.
Resilient, able to work well under pressure while demonstrating a positive outlook during uncertain times, and knows when to seek support without becoming defensive.
Strong problem-solving abilities and the capacity to navigate complex and sensitive situations professionally.
Constructive handling of customer complaints and criticism, demonstrating patience and empathy in all interactions.
Excellent verbal and written communication skills, with the ability to articulate issues and solutions clearly to clients and internal teams.
High emotional intelligence and a client-first approach when managing escalations.
Proven ability to collaborate with cross-functional teams and achieve results under pressure.
Ability to work independently, manage multiple priorities, and meet deadlines.
Compensation and Benefits
The targeted pay range for this role is $60,000-$70,000 USD, with actual salary depending on factors such as experience, knowledge, skills, and abilities, as well as internal equity and geographic location. The pay ratio between base pay and target incentive (if applicable) will be finalized at the offer stage. The pay range is subject to the organization's discretion.
Why You'll Love Working Here
Collaborate with amazing people who share a great vision and values.
Enjoy a remote-first team culture across the U.S. and Canada.
Benefit from 100% coverage of health, vision, and dental benefits.
Take advantage of flexible paid time off.
Access a learning and development budget for personal and professional growth.
Participate in retirement savings plans.
Join diversity and inclusion programs that promote employee resource groups, including those focused on women, LGBTQIA+, LatinX, Black excellence, and veterans.
We do not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law when providing employment opportunities and benefits.
Employment Type: Full-Time
Salary: $ 20.00 25.00 Per Hour
Job Tags
Hourly pay, Full time, Flexible hours,