Job Overview
Join one of the most dynamic and rapidly expanding edtech startups in the United States. We specialize in delivering premium admissions consulting services for medical, legal, business, and higher education. Our mission is to transform traditional educational frameworks by providing innovative software and support that empower candidates from diverse backgrounds globally. We are passionately committed to assisting college applicants and their families through superior content, tutoring, and consultancy for their college and graduate school applications.
Company Culture and Values
Our organization thrives on the belief that diversity enhances the educational experience. We are dedicated to cultivating an inclusive culture that embraces a broad spectrum of ideas, perspectives, and backgrounds. As a fully remote team, we prioritize creative collaboration to empower learners, educators, and families effectively. We celebrate individuality in race, gender, religion, nationality, sexual orientation, and age, and seek to partner with skilled and imaginative professionals who share our dedication to nurturing students’ limitless potential.
Key Responsibilities
- Manage Client Escalations: Serve as the primary contact for escalated client concerns, ensuring prompt and effective resolutions through collaboration with admissions consultants, tutors, and the Student Success team.
- Client Communication & Relationship Management: Act as the key point of contact for clients, specifically parents, delivering timely and accurate information regarding academic processes and service operations. Utilize empathy and professionalism to de-escalate matters and provide clear next steps.
- Cross-Functional Collaboration: Work alongside internal teams (consultants, operations, sales, etc.) to understand client issues, collect relevant information, and execute appropriate solutions. Act as a liaison between students, parents, and internal teams to ensure alignment on resolution strategies.
- Student Matching: Organize and allocate students, pairing them with suitable tutors or mentors in cooperation with the Student Success team. Monitor and report on student progress, intervening strategically when necessary to support student needs.
- Process Improvement: Analyze recurring issues from escalated cases and partner with leadership to implement process enhancements that reduce the likelihood of future escalations. Establish standardized protocols for managing escalations.
- Tracking & Reporting: Keep comprehensive records of all escalations, monitor resolution progress, and provide regular updates on trends and client satisfaction to the Student Success team.
- Client Retention: Contribute to client retention objectives by exceeding expectations with tailored solutions and offering additional support as required.
- Negotiation Skills & Adaptability: Build rapport and trust across the organization, leveraging strong de-escalation and conflict resolution skills while showcasing cultural awareness and adaptability to effectively manage diverse customer and stakeholder dynamics.
- Training & Development: Support the training of team members on best practices for handling challenging conversations and minimizing future escalations. Share insights to enhance the overall student experience based on escalations handled.
Required Skills
- 3+ years of experience in customer service or client relations, particularly in managing escalations within a fast-paced environment.
- Preferred experience in the education sector and startup settings.
- Highly organized with effective time management and problem-solving capabilities, maintaining a positive demeanor.
- Demonstrated resilience and the ability to perform well under pressure while maintaining a constructive outlook.
- Strong problem-solving aptitude, capable of navigating complex and sensitive situations professionally.
- Proficient in managing customer complaints and feedback with patience and empathy.
- Excellent verbal and written communication skills, with the ability to clearly articulate issues and solutions.
- High emotional intelligence and a client-first mindset in managing escalations.
- Proven capacity to collaborate with cross-functional teams and achieve results under challenging circumstances.
- Ability to work independently, manage multiple tasks, and meet deadlines.
Compensation And Benefits
The anticipated salary range for this role is \(60,000 to \)70,000 USD, with the final salary determined by factors including experience, skills, and internal equity, as well as geographic location. The pay ratio between base salary and any applicable target incentive will be finalized at the offer stage. The pay range is subject to the organization’s discretion.
Why You'll Love Working Here
- Collaborate with exceptional individuals who share a unified vision and values.
- Enjoy a remote-first team culture spanning across the U.S. and Canada.
- Benefit from comprehensive health, vision, and dental coverage.
- Take advantage of flexible paid time off policies.
- Access a dedicated budget for learning and development aimed at your personal and professional growth.
- Participate in retirement savings plans.
- Engage in diversity and inclusion initiatives that promote employee resource groups, including those focused on women, LGBTQIA+, LatinX, Black excellence, and veterans.
We are an equal opportunity employer and do not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in our employment opportunities and benefits.
Employment Type: Full-Time
