Team Lead, Win-Back

Job Description:

Position Details

Overview
Stellar Virtual is seeking a dedicated and empathetic person to lead our Virtual School's Win Back Team. This role will focus on engaging and retaining students who are at risk of leaving. The ideal candidate will be a strong communicator, proactive problem solver, and passionate about helping students succeed in a virtual learning environment.

Essential Duties

• Proactively connect with families requesting to withdraw to understand their concerns, challenges, or frustrations.
• Provide customized solutions, such as tailored academic plans or support services, to address their unique needs and encourage continued enrollment.
• Design and implement targeted strategies to re-engage families who have initiated withdrawal.
• Use personalized outreach through calls, emails, or meetings to explore their reasons for leaving and offer solutions, including additional support or adjustments, to meet their specific needs and inspire confidence in the program.
• Cultivate strong, supportive relationships with families by listening to their concerns and offering guidance.
• Serve as a reliable resource throughout their educational journey, fostering trust that helps families feel valued and committed to staying in the program.
• Partner with teachers, counselors, and support staff to develop tailored interventions that address the specific concerns of families at risk of leaving.
• Advocate for solutions that align with both the family’s needs and the school’s goals for student success.
• Collect detailed feedback from families who consider withdrawing to identify key reasons and areas for improvement.
• Share these insights with leadership to refine school policies, enhance the student experience, and reduce withdrawal rates.
• Address family concerns with professionalism and empathy, working to resolve underlying issues such as academic struggles, scheduling conflicts, or engagement challenges.
• Ensure families feel heard and supported, offering practical solutions to remove obstacles to their satisfaction and retention.

Knowledge, Skills & Attributes 

• At least 2 years of experience in student support, customer service, or a retention-focused role.
• Experience in virtual education or online learning environments is preferred.
• Excellent verbal and written communication skills
• Strong interpersonal skills with the ability to build rapport with students and families
• Ability to handle sensitive situations with empathy and professionalism
• Strong organizational and time management skills
• Proficiency in using digital communication tools and learning management systems (LMS)
• Ability to work independently and as part of a team
• Empathetic and student-centered approach
• Problem solver with a solution-oriented mindset
• High attention to detail and follow-through
• Ability to thrive in a fast-paced, virtual environment

Education & Certification Requirements

• A minimum of a High School Diploma or equivalent is required.
• Bachelor's degree in Education, Psychology, Communications, or a related field preferred.

Benefits & Incentives (Full-Time Only)

• Competitive vacation and paid time off plans
• Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families with options available in all states, including a high-deductible health plan (HDHP) option.
• 401(k) retirement plan (pre- and post-tax options) with matching contribution up to 3% after one year of employment
• Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plans
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Two paid closure weeks each year (weeks of July 4 and December 25)
• 10 Company-paid Holidays