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
17 Weeks To a Career in Software Development It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://fullstackacademy.com.
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