Student Services Escalation Manager

Description

Organizational Overview

The mission of Onward We Learn is to prepare and inspire young people in Rhode Island to become the first in their families to attend and complete college. From the time they join through their early years of college, participants experience the steady, nurturing presence of caring adults and participate in programs that focus on academic enrichment, personal development, career exploration, and college preparation.

Position Purpose 

The Student Services Escalation Manager ensures Onward We Learn’s chatbot delivers a smooth, supportive experience for students and families. This role monitors chatbot interactions across key milestones—Admissions, Financial Aid, Enrollment, and College Success—escalating unresolved issues for timely human support. Bridging technology and student services, the Escalation Manager contributes to the chatbot’s knowledge base, leads training for users, analyzes trends to enhance both the chatbot and student experience, and helps shape the future of digital student support. Ultimately, this role ensures all students receive reliable, personalized guidance throughout their college journey.  

Job Responsibilities  

Escalation Management 

• Monitor and triage chatbot interactions to identify and escalate issues, serving as the primary point of contact for student support needs related to college access and success. (application process, admissions decisions, financial aid, enrollment, etc.)
• Collaborate with internal teams to investigate and resolve escalated issues quickly based on predefined parameters, including factors like issue severity, frustration level, and topic complexity. 
• Maintain tracking systems for escalated cases and monitor resolution status. 
• Resolve issues promptly to ensure a positive student experience and uphold engagement and reputation.

Data Analysis & System Enhancement  

• Analyze escalation trends while maintaining records of user interactions and resolutions to inform chatbot training and system improvements. 
• Collaborate with colleagues to enhance chatbot logic, language, and functionality with a goal of improving automation and reducing the need for manual escalations.
• Conduct user experience testing to gather insights and continuously improve the chatbot experience. 

Team Collaboration and Professional Development

• Facilitate information sessions for staff, students, and families about how to use the chatbot for college access, preparation, and success. 
• Engage with colleagues to gather staff insights on student and staff needs. 
• Maintain a working knowledge of topics and trends related to college admissions and the financial aid process through professional memberships and communities of practice. 
• Stay current on best practices in chatbot technology and AI-driven student support. 
• Participate in departmental meetings as required. 

Requirements

• Bachelor’s degree in Business Administration, Communications, Marketing, Psychology or a relevant field.   
• A minimum of three years of work experience with chatbot platforms, CRM systems, or digital support tools. 
• Exceptional written and verbal communication skills; ability to explain complex information clearly. 
• Proven problem-solving and triage skills; ability to prioritize and resolve escalated issues in a fast-paced environment. 
• Excellent collaboration skills, capable of working effectively cross-functionally. 
• Demonstrated customer service orientation. 
• Strong data analysis mindset. 
• Experience facilitating training and workshops. 
• Commitment to Onward We Learn's mission, values, and strategic objectives.   

Preferred 

• Strong understanding of college access, admissions, financial aid, and student success processes. 
• Experience working in college access, GEAR UP, or similar student-serving programs. 
• Familiarity with AI/Chatbot technologies and data privacy best practices. 
• Prior experience in student services escalation management or support operations. 
• Fluency in languages spoken by Onward We Learn's students and families.  

Total Rewards and Benefits 

Onward We Learn offers a comprehensive benefits package that helps our employees live their best lives and grow personally and professionally. Our comprehensive benefits package includes medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, an Employee Assistance Program (EAP), and a 403(b)retirement plan with organizational match.  

Onward We Learn, a non-profit 501(c)3 organization, is an affirmative action equal opportunity employer.

Salary : $54,000 - $75,000