[Remote] Escalations & Retention Lead

Note: The job is a remote job and is open to candidates in USA. Simplilearn is the World's #1 Online Bootcamp, providing outcome-based online training across various digital technologies. The Escalations and Retention Lead will handle high-priority customer issues, resolve escalated concerns, and implement strategies to retain customers while improving overall satisfaction and reducing churn.

Responsibilities

• 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
• 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

Skills

• Post secondary education in tech or education field
• A passion for the tech and education industries
• Motivation to impact lives through upskilling and career mobility
• 1+ years of experience in education, teaching, instructional coaching, academic operations or learning and development
• Experience working in a growth environment and being comfortable with a dynamic role and set of responsibilities
• Great attention to detail and project management skills
• The ability to operate and execute independently while collaborating virtually with internal teams and leadership to get the support you need to drive success
• 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
• Experience using learning management systems
• 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

Company Overview