Job Description

Fullstack Academy is a top-ranked immersive school for web development and cybersecurity training based in New York City. Fullstack offers comprehensive training opportunities across the U.S. and prepares students with the in-demand skills they need to launch fulfilling tech careers

"Fullstack Academy has been a life-changing experience" is something we hear often and the reason why we come to work everyday. We are looking for someone who is passionate about education, guidance and building the team that helps our candidates start on their journey to becoming the next generation of software engineers.

ABOUT THE ROLE

As the Customer Support and Education Manager, youll own the growth and development of Fullstacks Enrollment Advisor team - helping define the mission, goals, training, and high quality standards that make Fullstacks candidate onboarding process uniquely human and high-touch. Youll combine student guidance with sales competencies to make sure that candidates get connected with their best opportunities and have the preparatory guidance to succeed at the academic bar weve set for entry into our admissions process. Youll grow the team, using your experience to design roles, staff them, and create smooth processes for training and onboarding of new team members.

This role reports to Fullstacks VP of Enrollment and collaborates with the Admissions and Academic Operations teams on our campus in New York City. This position is located in Phoenix, AZ.

RESPONSIBILITIES

In this role, you will:

• Work with the Head of Marketing to define the operational goals of the Enrollment Advisor team
• Work with the Fullstack admissions team to deliver a top-notch student experience before applying to Fullstacks main programs
• Develop approaches, communications, and metrics around helping candidates through their preparation phase
• Define and measure individual and team KPIs (e.g. response times, resolution, number of tickets/rep, etc.)
• Inspire a connected culture of fun, optimism, and excellence on the remote team and be their onsite advocate
• Conduct quality assurance review of support conversations with candidates
• Keep the Enrollment Advisor team connected and up to date on important changes in marketing and admissions
• Directly manage and grow the remote Advisor team to a high level of excellence, and potentially to cover new competencies as the companys products evolve
• Own the recruiting process and pipeline for new student advisors
• Drive applications and enrollment through optimization of the process and maintaining a high service level

QUALIFICATIONS

We think you will be a successful candidate if you have:

• 4+ years experience in education and/or technology customer service/support
• 2+ years experience in customer service/support management
• Strong leadership and communication skills
• Proven success in management and organization of remote teams
• The ability to operate and execute independently, while collaborating with internal teams and leadership to get the support you need to drive success
• A magnetic personality combined with a positive attitude, collaborative zest, and professionalism
• Passion for creating positive outcomes in peoples lives through education

We think you will be an exceptional candidate if you have:

• Direct remote student guidance / sales experience
• Experience managing outbound sales functions