Team Lead, Win-Back

About UsOur HistoryStellar Virtual was founded in 2019 with one school in Texas. We serve parents of K-12 students, unhappy with their current school or need an at-home or flexible learning environment. Today, Stellar Virtual spans across three states, Arizona, Indiana, and Texas, with new states introduced each year. Our MissionEmpowering Families. Unleashing Potential. Our ValuesAt Stellar Virtual, we are guided by five core values. These values are the pillars by which we operate all aspects of our organization. Kids First, Always: We make student-centered decisions and always do what's best for our kids.Respect: We assume the best of others and treat others the way we want to be treated.Create, Communicate, Collaborate: We create together, communicate openly, and work as a team to deliver more than we ever could individuallyMake Your Motion Matter: We work deliberately, efficiently, and with a sense of purpose to achieve great results.Go the Extra Mile to Deliver a Stellar Customer Experience: We recognize that every interaction, no matter how small or unrelated it may seem, is an opportunity to build trust and goodwill with our customers.Our PromiseEmpowering families with the choice of a high-quality virtual school with dedicated staff focused on student outcomes and an exceptional customer experience, our programs will enable students to thrive and unleash their full potential. Position DetailsPosition NameTeam Lead, Win-BackReporting ManagerManager, Registrar ServicesPosition StatusSalary, ExemptPosition TypeRegular, Full-Time (12) Equipment DetailsYes (W2) OverviewStellar 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 DutiesProactively 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 & AttributesAt 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 skillsStrong interpersonal skills with the ability to build rapport with students and familiesAbility to handle sensitive situations with empathy and professionalismStrong organizational and time management skillsProficiency in using digital communication tools and learning management systems (LMS)Ability to work independently and as part of a teamEmpathetic and student-centered approachProblem solver with a solution-oriented mindsetHigh attention to detail and follow-throughAbility to thrive in a fast-paced, virtual environmentEducation & Certification RequirementsA 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 plansComprehensive 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 employmentAdditional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plansFlexible Spending Account (FSA) or Health Savings Account (HSA)Two paid closure weeks each year (weeks of July 4 and December 25)10 Company-paid HolidaysEmployment "At-Will" For W-2 employment, Stellar Virtual is an at-will employer. This means the employee and Stellar Virtual can terminate the employment at any time, with or without cause or notice, as legally permitted. This job description does not guarantee continued employment or a contract. All 1099 status is excluded.Equal Employment Opportunity (EEO)Stellar Virtual is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.Originally posted on Himalayas

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