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Escalations & Retention Lead

1 month ago
United States
Full-time
Lead
Academic Advisor
Customer and Technical Support
Digital Marketing Machine Learning Salesforce Tableau
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Fullstack Academy

Fullstack Academy

Fullstack Academy: Top-ranked coding bootcamp in NYC & online, transforming individuals into skilled developers for top tech companies.

Diversified Consumer Services
11-50
Founded 2012
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Description

  • Serve as the primary point of contact for learner escalations and address issues raised in cohort classes.
  • Investigate and resolve escalations by coordinating with cross-functional teams (operations, product, support, quality, etc.).
  • Ensure timely, accurate, and empathetic resolution of learner problems and maintain documentation of cases, actions, and outcomes.
  • Track escalation trends, identify root causes, and propose preventive actions to reduce recurrence and improve experience.
  • Communicate proactively with learners to align on progress and expectations, celebrate milestones, and address concerns throughout the program.
  • Manage classroom satisfaction and measure student engagement; coach and guide students to ensure they graduate career-ready.
  • Conduct 1:1 meetings with learners to discuss concerns or feedback and provide immediate assistance via Slack, live sessions, and email.
  • Collaborate with enrollment, delivery, and reversal teams to clarify expectations during onboarding and reduce early-stage reversals.
  • Compile and share weekly and monthly reports highlighting key friction points and recommendations to improve retention.
  • Support learner community building and engagement through group sessions, events, and community channels, and assist graduates with administrative and career services tasks.

Requirements

  • Post-secondary education in a tech or education field.
  • 1+ years of experience in education, teaching, instructional coaching, academic operations, or learning and development.
  • Willingness to work weekdays (afternoon/evening EST) and weekend mornings as required.
  • Strong attention to detail and project management skills with the ability to operate independently and collaborate virtually with internal teams and leadership.
  • Customer-focused mindset with a track record of delivering outstanding customer and stakeholder satisfaction.
  • Comfort working in a growth-oriented, dynamic role with changing responsibilities.
  • Experience managing others is a plus.
  • Preferred: 2+ years in a technical role such as data analytics or AIML and familiarity with learning management systems.
  • Preferred tools/tech experience: Salesforce, Google Sheets, Tableau, or similar tools.
  • Preferred experience: e-learning or educational industry background and technical knowledge in the AI industry.

Benefits

  • OTE compensation range of $50,000 to $53,000 (final offer based on qualifications and fit).
  • Opportunity to work with Simplilearn/Fullstack Academy, a global company serving 1M+ learners across 150 countries.
  • Be part of a rapidly growing organization (1000+ employees) with cross-functional exposure in education and tech.
  • Chance to impact learner career outcomes through hands-on retention and escalation work and engagement initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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