Escalations Manager - Inspira Education

The Role

As an Escalations Manager on the Student Success team, you will be responsible for handling complex client concerns, complaints, and issues that go beyond the scope of regular student support service. You will work closely with cross-functional teams, including admissions consultants, tutors, student success managers, and leadership, to ensure timely resolution and maintain high levels of client satisfaction. Your role will also involve process improvements and implementing solutions to prevent recurring issues. This role can be located anywhere in the United States or Canada.

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

Qualifications

• 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.