Escalations Manager

5 days ago

New York, New York, United States Inspira Education Full time

Job Description

Inspira Education is a leading edtech startup that empowers learners, teachers, and parents through innovative software and services. As a Client Resolution Specialist on our Student Success team, you will play a critical role in handling complex client concerns and complaints. Your primary responsibility will be to serve as the primary contact for escalated student issues, ensuring swift and satisfactory resolution by working with admissions consultants, tutors, and the Student Success team.

Key Responsibilities

  • Manage Client Escalations
    • Serve as the primary contact for escalated student issues, ensuring swift and satisfactory resolution by working with admissions consultants, tutors, and the Student Success team
  • Client Communication & Relationship Management
    • Be the main point of contact to clients, with an emphasis on parent liaison, and provide timely and accurate responses to their inquiries concerning their academic process and the delivery of Inspira services. Communicate professionally and empathetically with clients to de-escalate concerns, offering clear explanations and next steps
  • Cross-Functional Collaboration
    • Partner with internal teams (consultants, operations, sales, etc.) to understand client issues, gather necessary information, and implement appropriate solutions. Act as the liaison between students, parents, and internal teams to ensure alignment on resolution strategies
  • Student Matching
    • Coordinate and allocate students and match or re-match them with the appropriate tutors/mentors in conjunction with the Student Success team. Monitor and report on student progress and strategically intervene where necessary for the benefit of the student, utilizing available resources to assist students with action steps
  • Process Improvement
    • Analyze recurring issues from escalated cases and work with leadership to implement process improvements that prevent future escalations. Develop standardized escalation management protocols
  • Tracking & Reporting
    • Maintain documentation of all escalations, track resolution progress, and regularly report on trends and client satisfaction to the Student Success team
  • Client Retention
    • Contribute to Inspira's client retention goals by exceeding expectations through personalized solutions and offering additional assistance when needed
  • Negotiation Skills & Adaptability
    • Build rapport and trust within the organization, with strong de-escalation and conflict resolution skills, along with high cultural awareness and adaptability to efficiently manage the different dynamics of customers and stakeholders from diverse backgrounds
  • Training & Development
    • Assist in training team members on best practices for handling difficult conversations and reducing future escalations. Provide insights and ideas to enhance Inspira's overall student experience based on escalations handled

Requirements

  • 3+ years of experience in customer service or client relations, managing escalations in a high-paced environment
  • Experience in the education industry and a startup environment is highly preferred
  • Highly organized and exhibits effective time management, effective problem-solving skills with a can-do, positive attitude and the ability to navigate complex and sensitive situations with professionalism
  • High level of resilience, working well under pressure while demonstrating a positive outlook in times of uncertainty. Recognizes when to ask for support, continuing to perform effectively in stressful and ambiguous circumstances, ensuring to not become defensive or irritated when times are tough
  • Strong problem-solving skills and the ability to navigate complex and sensitive situations with professionalism
  • Handles customer complaints and criticism constructively by listening, along with strong ability to show patience and empathy in all situations, and a services mindset showing genuine care and desire to help others
  • Excellent verbal and written communication skills, with the ability to articulate issues and solutions clearly to both clients and internal teams
  • High emotional intelligence and a client-first approach when handling escalations
  • Proven ability to collaborate with cross-functional teams and drive results under pressure
  • Ability to work independently, manage multiple priorities, and meet deadlines

The targeted pay range for this role is: $60,000-$70,000, USD. Actual salary is dependent upon several factors, including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team and geographic location. The pay ratio between base pay and target incentive (if applicable) will be finalized at the offer. The pay range is subject to the discretion of the Company.

Why you'll love Inspira

  • Amazing people with a great vision and values
  • Remote-first team across the US and Canada
  • 100% coverage of health, vision, and dental benefits
  • Flexible Paid-time Off
  • Learning and Development Budget for Employees
  • Retirement Savings Plans
  • Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
  • Note: certain benefits are not provided to 1099 contract workers

Interested in learning more about Inspira Education, please visit Inspira Education Group.

Inspira Education Group does 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 providing employment opportunities and benefits.

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