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Team Lead - Escalations & Retention (US Shift)

1 years

0 Lacs

bengaluru karnataka india

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

retention strategies resolve empathy support engagement slack enrollment reports teaching coaching management communication data analytics ai ml connect

Work Mode

On-site

Job Type

Full Time

Job Description

🚀 Job Opening: Escalations & Retention Lead

Escalations & Retention Lead


🔑Key Responsibilities:

  • Act as the primary contact for learner escalations and resolve issues with empathy & accuracy
  • Coordinate with cross-functional teams (operations, product, support, quality) for smooth resolution
  • Manage classroom satisfaction, student engagement, and guide learners to graduate career-ready
  • Conduct 1:1 sessions with learners to address concerns and feedback
  • Proactively handle escalations via Slack, live sessions, and emails
  • Collaborate with enrollment/sales teams to reduce reversals during onboarding
  • Share weekly/monthly reports on learner issues & friction points
  • Build learner community through group sessions, events, and engagement channels
  • Support graduates via career services platform and manage related admin tasks


🎓Qualifications:

  • Post-secondary education in tech or education
  • 1+ years of experience in teaching, instructional coaching, academic operations, or L&D
  • Strong project management skills with attention to detail
  • Customer-focused with excellent communication & stakeholder management skills
  • Tech-savvy (preferred: data analytics, AI/ML, LMS experience)


🕒Availability:

  • Weekdays (afternoon/evening EST) & weekend mornings as required


Interested candidates are invited to apply.

For further discussion, please connect with us at:

Email:

Phone:

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