Fullstack Academy · 1 month ago
Escalations & Retention Lead
United States
Full-time
Remote
Entry, Mid Level
$50K/yr - $53K/yr
1+ years expSimplilearn 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.
Career PlanningDeveloper APIsE-LearningEducationHigher EducationInternetSoftwareTrainingVocational Education
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
Qualification
Required
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
Preferred
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
Fullstack Academy
17 Weeks To a Career in Software Development
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-11-28Acquired
2012-08-21Seed
Leadership Team
Nelis Parts
Chief Executive Officer
Huntly Mayo-Malasky
VP, Partnerships & Operations
Recent News
Business Insider
2025-11-01
DBusiness Magazine
2023-08-28
Business Wire
2023-07-13
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