Student Experience Lead

  • WeWork
  • New York, New York, United States of America
  • Sep 13, 2019

Job Description

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.