Escalations & Retention Lead

Simplilearn is seeking an Escalations & Retention Lead to handle high-priority customer issues, resolve escalated concerns, and implement strategies to retain customers. The role focuses on improving customer satisfaction, reducing churn, and ensuring smooth issue resolution across teams.

Requirements

• Post secondary education in tech or education field
• 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
• Exceptional Skills & Qualifications (not required but preferred and willing to learn if required)
• 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

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Relocation Assistance