The Flatiron School is seeking a Student Experience Lead to join our rapidly growing Student Support and Operations team!
The Student Experience Lead will:
We are seeking someone who can own and solve obstacles that students encounter while using our programs and answer a wide range of prospective and enrolled student inquiries. In this position, you will have the opportunity to meaningfully contribute to the rapid growth of our organization by helping students to have the best experience while they are changing their lives by learning sought-after skills. You will have the opportunity to learn the ins-and-outs of Flatiron School, provide an exceptional experience to our students, and build up other skills in analytics, communications, project management and more.
The Student Experience Lead will:
Think creatively about how to efficiently solve student requests and problems
Respond in a timely fashion to questions, requests, and challenges using our programs
Master our processes, internal systems, and product to ensure thorough and clear communication
You will work directly with different departments and managers to make sure our students have an excellent experience regardless of their request or issue
Contribute to the Help Center improvements by identifying content gaps and participating in the creation and upkeep of content
Find creative resolutions to students cancellations, transfers, and pauses requests. Execute and communicate the resolution to the student and the different stakeholders
Compile feedback from our students and staff and work closely with internal teams to ensure feedback evaluated and critical issues prioritized for improvement
Manage reviews from our graduate
Escalate issues that may impact students on a broader scale
Communicate with prospective and enrolled students constantly, energetically, and warmly via email, live chat, or phone
Maintain active records and communications with the WeWork’s Hot desk team
Own and execute student transfers from beginning to end
A successful Student Experience Lead is:
An excellent writer and communicator with a keen eye for detail and grammar
Fast learner and eager to tackle new challenges every day
A team player and comfortable with an ever-changing startup environment
Has a detail-oriented approach to executing tasks and an ability to manage multiple projects at once
Someone with tenacity and flexibility who can work between numerous online systems, ever-changing product offerings and drive issues to a positive resolution
Someone who has worked for at least 2 years in customer service, account management, project management, student affairs, incident management, or other jobs that support customer, users, and students
An excellent communicator, able to listen well and understand the needs of our students and the business. Express ideas clearly and directly; persuasively communicate to produce positive results
Proactively demonstrates a “go the extra mile” mindset
Making quick and impactful decisions in a fast-paced environment that leads to positive results.
Someone who embodies our company values: Be Scrappy, Make No Little Plans, Pursue Mastery, Radiate Positivity, and Work Together
Please include a cover note indicating why you're interested in this position.
About Flatiron School
Flatiron School teaches passionate, creative people how to code. We’ve been teaching since 2012, and now we’re developing software and programs to bring our successful curriculum to more students. We are more than just a school — we are a team of mission-driven individuals trying to align education with reality. Over our five years as a school, we’ve helped over one thousand students learn to code and launch careers in tech. To achieve these outcomes, we’ve never let ourselves stop growing – we’ve constantly iterated on our curriculum, evolved our teaching techniques, and created technology to improve our students’ learning experience.
For the next step in our growth, Flatiron School has joined the WeWork family. In WeWork, we’ve found a partner who shares the mission we’ve had since the beginning: to enable passionate people to learn the skills they need to pursue careers and lives they love. And that mission won’t change. As part of WeWork, we look forward to working together to expand our in-person and online programs and further increase accessibility to our transformative education.