[Remote] Escalations & Retention Lead

Note: The job is a remote job and is open to candidates in USA. Simplilearn is the World's #1 Online Bootcamp, providing outcome-based online training across various digital technologies. The Escalations and Retention Lead will handle high-priority customer issues, resolve escalated concerns, and implement strategies to retain customers while improving overall satisfaction and reducing churn. Responsibilities Act as the primary point of contact for learner escalations Address cohort learners in class in case of an escalation Investigate issues by coordinating with cross-functional teams (operations, product, support, quality, etc.) Ensure timely, accurate, and empathetic resolution of customer problems Track escalation trends and identify root causes to prevent recurrence Maintain documentation of cases, actions taken, and outcomes Communicate with learners to align on progress and expectations, celebrate milestones, and address concern areas throughout Manage classroom satisfaction, measure student engagement, and guide/coach students to ensure they graduate career-ready Manage escalations and respond to learner queries with appropriate resolution Meet with learners 1 on 1 to discuss concerns or feedback on their experience Proactively address and provide immediate assistance to escalated learner concerns over Slack and during live sessions/emails For new Onboards, assure learner expectations are clear and any adjustments needed during onboarding are proactively communicated Collaborate with the enrollment/sales team to reduce reversals during the early stages of learner onboarding Compile and share weekly and monthly reports highlighting key issues and friction points that require resolution to enhance the learner experience and improve retention Help build a learner community and engagement through group sessions and events, as well as community channels, while adapting to the company/team's standard operating procedures Collaborate with internal teams to improve learner experience based on feedback Support program graduates through the career services platform and manage the administrative tasks involved in their journey, such as adding them to the portal, webinars, workshops, and more Skills Post secondary education in tech or education field A passion for the tech and education industries Motivation to impact lives through upskilling and career mobility 1+ years of experience in education, teaching, instructional coaching, academic operations or learning and development Experience working in a growth environment and being comfortable with a dynamic role and set of responsibilities Great attention to detail and project management skills The ability to operate and execute independently while collaborating virtually with internal teams and leadership to get the support you need to drive success A track record of delivering outstanding customer and stakeholder satisfaction A magnetic personality combined with a positive attitude and professionalism Experience managing others a plus 2+ year experience in a technical role - data analytics, AIML Experience using learning management systems E-learning experience (internal or as a customer) Educational Industry background Tools/Tech Experience: Salesforce, Google Sheets, Tableau, or similar tools Technical knowledge in AI industry Company Overview 17 Weeks To a Career in Software Development It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is