Escalations & Retention Lead Job at Fullstack Academy

Job Description

An Escalations and Retention Manager is responsible for handling high-priority customer issues, resolving escalated concerns, and implementing strategies to retain customers. The role focuses on improving customer satisfaction, reducing churn, and ensuring smooth issue resolution across teams.

Job Responsibility

Act as the primary point of contact for learner escalations.
Address cohort learners in class in case of an escalation
Investigate issues by coordinating with cross-functional teams (operations, product, support, quality, etc.)
Ensure timely, accurate, and empathetic resolution of customer problems.
Track escalation trends and identify root causes to prevent recurrence.
Maintain documentation of cases, actions taken, and outcomes.
Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas throughout.
Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready
Manage escalations and respond to learner queries with appropriate resolution
Meet with learners 1 on 1 to discuss concerns or feedback on their experience
Proactively address and provide immediate assistance to escalated learner concerns over Slack and during live sessions/emails
Liaise with the enrollment, delivery and reversal team
For new Onboards, assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated
Collaborate with the enrollment/sales team to reduce reversals during the early stages of learner onboarding.
Compile and share weekly and monthly reports highlighting key issues and friction points that require resolution to enhance the learner experience and improve retention.
Help build a learner community and engagement through group sessions and events, as well as community channels, while adapting to the company/team's standard operating procedures.
Collaborate with internal teams to improve learner experience based on feedback.
Support program graduates through the career services platform and manage the administrative tasks involved in their journey, such as adding them to the portal, webinars, workshops, and more.

Requirements

Post secondary education in tech or education field
1+ years of experience in education, teaching, instructional coaching, academic operations or learning and development
Experience working in a growth environment
Great attention to detail and project management skills
The ability to operate and execute independently while collaborating virtually
A track record of delivering outstanding customer and stakeholder satisfaction
A magnetic personality combined with a positive attitude and professionalism
Experience managing others a plus
2+ year experience in a technical role - data analytics, AIML (Preferred)
Experience using learning management systems (Preferred)
E-learning experience (internal or as a customer) (Preferred)
Educational Industry background (Preferred)
Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools. (Preferred)
Technical knowledge in AI industry (Preferred)

Nice to have

E-learning experience (internal or as a customer)
Educational Industry background
Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools.
Technical knowledge in AI industry

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Escalations & Retention Lead

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