Student Retention Specialist

Description

TripleTen is a service that empowers individuals, regardless of their prior experience, to embark on the exciting and challenging journey of mastering tech professions. Our bootcamps focus on training students in software engineering, data science, business intelligence analytics, and QA engineering in a feasible and accessible way, ultimately leading them to thrive in a new career.

Our mission is to ensure that every student has the opportunity to successfully master a new profession, find their purpose, and become a valuable member of the tech industry. TripleTen is a remote-first organization, mirroring our students who complete our bootcamps in a remote environment.



As a Student Retention Specialist, your primary responsibility is to follow up on each refund case and conduct interviews with students that submitted a form and stated they wanted to leave the program. The end goal of the interview is to retain 40% of students that participated in the retention call (only after start refunds are considered)

What you will do

1.Follow up on refunds after start

• Schedule and hold calls with each student that requested a refund after they started studying in TripleTen.
• During the call, clarify the context and the problem and offer student a solution that would prevent them from leaving the program.

2.Follow up on refunds before start

• Schedule and hold calls with each student that requested a refund before they started studying in TripleTen.
• During the call, clarify the context and the problem and offer student a solution that would prevent them from leaving the program.

3.Cross-team Communication

• In case of refunds before the start, work closely with Sales team in order to clarify student’s case and provide the best possible solution
• In case of refunds after start, work closely with Success Manager of the student in order to clarify student’s case and provide the best possible solution
• For all payments and finance-related issues, communicate with payments team to come up with the optimal solution for each case.

4.Reach out and try to save students considered “at risk”

• Students identified by learning coach as at risk will be routed to schedule calls with retention specialist
• Discuss personal sometimes sensitive information with the student in an attempt to solve issues and retain them.

Additionally if SSM (Student Solutions Specialist) has enough resources:

Follow up on failed payments cases

• Contact proactively students that had a failed payment issue, clarify the case and offer a potential solution
• Assist students in switching between programs, including checking their financial balance, offering suitable funding options, guiding them through the loan application process, suggesting new start dates, and updating backend systems (accesses, payments, documents).
• Provide support to students in choosing a new profession if they are uncertain.

Requirements

• Previous experience in sales, retention, or a related field is mandatory.
• Excellent communication skills, both written and verbal. English level native.
• Ability to troubleshoot and address challenges faced by students effectively.
• Strong organizational skills with attention to detail.
• Proactivity and initiative.
• Collaborative mindset and the ability to work closely with wider teams.

What we can offer you

• $1500 +$20 per each student retained gross per month; this rate is non-negotiable.
• Full-time remote contract-based collaboration;
• A comfortable digital office. We use modern digital tools — Miro, Notion, Google Meet, etc.— to make the process of working together seamless.
• Diverse and tight-knit team which is spread out across US, Serbia, Latin America and more.

Disclosures

*At this time we are unable to offer H1B sponsorship opportunities in the USA.

**This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.



***TripleTen is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.