Remote Escalations Manager | WFH

Job Overview

Join our innovative and rapidly expanding EdTech startup as an Escalations Manager, where you will have a significant impact on enhancing the student experience. As a key member of our Student Success team, you will be responsible for managing complex client escalations, working closely with various stakeholders to ensure timely and effective resolutions. This fully remote position is open to candidates across the United States and Canada.

Key Responsibilities

• Serve as the principal contact for escalated student issues, ensuring prompt and satisfactory resolutions by collaborating with admissions consultants, tutors, and the Student Success team.
• Provide timely and accurate communication to clients, particularly parents, addressing inquiries regarding the academic process and service delivery with professionalism and empathy.
• Work collaboratively with internal teams to understand client challenges, gather vital information, and implement effective solutions.
• Coordinate student placements, ensuring they are paired with the right tutors or mentors while monitoring their progress.
• Analyze recurring issues from escalated cases and partner with leadership to implement process improvements, developing standardized escalation management protocols.
• Maintain thorough documentation of all escalations and track resolution progress, reporting trends and client satisfaction metrics to the Student Success team.
• Contribute to client retention initiatives by delivering personalized solutions that exceed expectations.
• Establish rapport and trust across the organization while employing strong de-escalation and conflict resolution techniques, focusing on cultural awareness.
• Assist in training team members on best practices for managing challenging conversations and enhancing the overall student experience based on escalations handled.
  
  

Required Skills

• Over 3 years of experience in customer service or client relations, particularly managing escalations in a dynamic environment.
• Exceptional organizational skills with the ability to manage time effectively and solve problems while maintaining a positive demeanor.
• Proven resilience and professionalism under pressure, with a capacity to recognize when to seek additional support.
• Strong listening abilities, adept at handling customer complaints and criticisms constructively with patience and empathy.
• Excellent written and verbal communication skills, capable of clearly articulating issues and solutions to both clients and internal teams.
• High emotional intelligence combined with a client-first approach to managing escalations.
• Demonstrated ability to work collaboratively within cross-functional teams to achieve results under pressure.
• Capability to work independently while juggling multiple priorities and meeting deadlines.
  
  

Qualifications

• Experience in the education sector and familiarity with startup environments is highly preferred.
• A Bachelor’s degree in a related field is preferred, though not mandatory.
  
  

Career Growth Opportunities

As part of our team, you will have the chance to advance your professional development through training initiatives and collaboration with cross-functional teams, enhancing your leadership and conflict resolution skills.

Company Culture and Values

We are committed to fostering a diverse and inclusive workplace, recognizing that varied perspectives drive innovation and learning. Our remote team thrives on unique ideas and backgrounds, creating an environment that encourages effective support for learners, parents, and educators alike.

Compensation And Benefits

The targeted compensation for this role ranges from \(60,000 to \)70,000 USD. Actual salary will reflect the candidate’s experience, skills, and geographic location. Additional benefits include:

• Full coverage of health, vision, and dental insurance.
• Flexible paid time off.
• Access to a professional development budget.
• Participation in retirement savings plans.
• Engagement with diversity and inclusion initiatives through employee resource groups.
  
  

Employment Type: Full-Time