Escalations Manager - Remote

Overview

As an Escalations Manager on the Student Success team, you’ll be the go-to problem solver when the stakes are high and the answers aren’t obvious. You’ll own the resolution of complex issues with empathy, speed, and strategic clarity, working cross-functionally to ensure that every student and parent feels heard, valued, and supported.

In Short

• Manage client escalations and ensure swift resolution.
• Communicate professionally with clients to de-escalate concerns.
• Collaborate with internal teams to implement appropriate solutions.
• Coordinate and allocate students with appropriate tutors/mentors.
• Analyze recurring issues and implement process improvements.
• Maintain documentation of escalations and track resolution progress.
• Contribute to client retention goals through personalized solutions.
• Assist in training team members on best practices.
• Build rapport and trust with strong de-escalation skills.
• Work independently and manage multiple priorities effectively.

Requirements

• 3+ years of experience in customer service or client relations.
• Experience in the education industry and a startup environment preferred.
• Highly organized with effective time management skills.
• Ability to navigate complex situations with professionalism.
• Excellent verbal and written communication skills.
• High emotional intelligence and client-first approach.
• Proven ability to collaborate with cross-functional teams.
• Ability to work independently and meet deadlines.
• Strong problem-solving skills with a positive attitude.
• Resilience and ability to perform under pressure.

Benefits

• 100% coverage of health, vision, and dental benefits.
• Flexible Paid-time Off.
• Significant Company Equity as part of compensation.
• Learning and Development Budget.
• 401k with matching retirement savings plans.
• Diversity and inclusion programs.