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Escalations & Retention Lead

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Fullstack Academy

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Location:
United States

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Category:
Education

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Contract Type:
Not provided

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Salary:

50000.00 - 53000.00 USD / Year
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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

Additional Information:

Job Posted:
January 07, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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