Escalations Manager
Inspira Education
Date: 6 hours ago
City: Toronto, ON
Contract type: Full time
Remote
About Inspira Education
Inspira Education is one of the fastest-growing edtech startups in the US. As the world's leading network of top admissions consultants in medical, legal, business, and college studies, we're building software and services in one place—disrupting long-entrenched institutions with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide. We help college applicants and parents with the highest quality content, tutoring, and advising services for their college and graduate school applications.
We believe that diversity drives learning. To meet our mission, we encourage, support, and celebrate different ideas, perspectives, and backgrounds. As a fully distributed (remote) team, we challenge one another to find the most effective way to empower learners, teachers, and parents. Your name, race, religion, gender, nationality, sexual orientation, and age are not barriers; they are why we want to work with you. We invite talented and creative candidates who value the importance of nurturing a student's boundless curiosity to join us on this journey.
We operate globally across five brands - Inspira Futures, Inspira Advantage, Quad Education, Juris Education, and Foundation Learning. As one of the fastest growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world including Craft Ventures, Jeff Fluhr (Founder of Stubhub), David Sacks (Former COO of PayPal and Founder of Yammer), Kygo (World renowned DJ), among others.
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
Why you'll love Inspira
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.
Inspira Education is one of the fastest-growing edtech startups in the US. As the world's leading network of top admissions consultants in medical, legal, business, and college studies, we're building software and services in one place—disrupting long-entrenched institutions with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide. We help college applicants and parents with the highest quality content, tutoring, and advising services for their college and graduate school applications.
We believe that diversity drives learning. To meet our mission, we encourage, support, and celebrate different ideas, perspectives, and backgrounds. As a fully distributed (remote) team, we challenge one another to find the most effective way to empower learners, teachers, and parents. Your name, race, religion, gender, nationality, sexual orientation, and age are not barriers; they are why we want to work with you. We invite talented and creative candidates who value the importance of nurturing a student's boundless curiosity to join us on this journey.
We operate globally across five brands - Inspira Futures, Inspira Advantage, Quad Education, Juris Education, and Foundation Learning. As one of the fastest growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world including Craft Ventures, Jeff Fluhr (Founder of Stubhub), David Sacks (Former COO of PayPal and Founder of Yammer), Kygo (World renowned DJ), among others.
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
- 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
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
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.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Vice President, Corporate Lending Services, Global Wholesale Operations
Scotiabank,
Toronto, ON
27 seconds ago
Requisition ID: 210072
We are committed to investing in our employees and helping you continue your career at Scotiabank.
Purpose
The Vice President, Corporate Lending Services (The VP), provides strategic direction, leadership and oversight to the Lending Services team, which supports lending activities in Canada, US, Europe, Asia, and the offshore book in International Banking, ensuring business strategies, plans and...
Senior Manager, Finance
Scotiabank,
Toronto, ON
28 seconds ago
Requisition ID: 210231
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Reporting to the Director, Compliance Finance, this position will support and assist with the financial planning, reporting and analysis of the operating expenses for areas within Compliance/AML. The role will support both the Compliance/AML project portfolio (SIP) and Business as Usual Operations...
Marketing Automation Specialist
Keypath Education,
Toronto, ON
6 hours ago
Make a world of difference.Want to make a difference in the world? Become a Keypather.From guiding the student experience, to delivering programs that meet the needs of the future-of-work and help solve our global social and economic challenges, every one of our people (Keypathers!) create impact, every day.Roles at Keypath Education are available as remote, hybrid, or in-office.Keypath is seeking...