Escalations Manager - Remote

About Inspira Education

Inspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities.

As the world's leading network of top admissions coaches in medical, legal, business, and college studies, we're building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide.

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 Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).

The Role

As our Escalations Manager on the Student Success team, you'll be the go-to problem solver when the stakes are high and the answers aren't obvious. You'll step in when client concerns escalate beyond the frontline, owning the resolution of complex issues with empathy, speed, and strategic clarity. You'll work cross-functionally with admissions consultants, tutors, student success managers, and company leadership to ensure that every student and parent feels heard, valued, and supported. Beyond putting out fires, you'll play a critical role in identifying root causes, improving our systems, and building scalable processes to reduce future friction. This is a high-impact, high-visibility role, ideal for someone who's calm under pressure, obsessed with quality, and energized by turning unhappy clients into brand advocates. This role is remote and open to candidates across the United States and 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, continues to perform effectively in stressful and ambiguous circumstances, ensures to not become defensive or irritated when times are tough
• Handles customer complaints and criticism constructively by listening, along with a strong ability to show patience and empathy in all situations, and a service 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
  
  

What We Look For

• A passion for cultivating authentic connections
• Individuals who embody a winning attitude
• A mindset fueled by curiosity
• Determination to hustle and overcome challenges
• An infectious enthusiasm and adaptability
• Boundless energy and relentless tenacity
  
  

Why you'll love Inspira

• Amazing people with a great vision and values
• Ability to work directly with co-founders and drive impact super quickly
• Your work directly impacts the lives and careers of students across the globe
• Remote-first team across the US and Canada
• 100% coverage of health, vision, and dental benefits
• Flexible Paid-time Off
• Ownership - Significant Company Equity as part of a compensation package
• Learning and Development Budget
• Retirement Savings Plans - 401k with matching
• 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 worker
  
  

Interested in learning more about Inspira Education, please visit Inspira Education Group.

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.