Enrollment Team Lead

$50,000 - $80,000 yearly
  • Outlier.org
  • Remote
  • May 07, 2021
Lead Contract Remote - US

Job Description

What We Do

Outlier.org (from the co-founder of MasterClass) is reimagining higher education as a resource that is accessible, equitable, and affordable for everyone. We have developed the world's best online, for-credit university-level courses, taught by some of the most celebrated educators in the world. Our courses employ cinematic content powered by cutting-edge cognitive science to create an immersive, student-friendly learning experience that delivers game-changing student success levels. We are a quickly-growing team working on a dual mission: Increase access to quality college education and dramatically reduce student debt.

Who We Are

Outliers are kind, curious, creative, and resourceful. We are a passionate multidisciplinary team working to increase access to quality education for everyone. We believe in using the scientific method and evidence-based conclusions. We respect intuition and art. We give credit where credit is due. We hold one another to high standards. We value constructive feedback. We love to try new things. We take our work seriously, not ourselves. We work hard and go above-and-beyond to ensure great student outcomes and we strongly believe in taking care of ourselves and making sure we stay healthy to continue to pursue our mission as best we can. 

Are you an Outlier?

About the team

This team serves as the first point of contact for prospective students and their influencers as they are exploring Outlier’s offerings. The goals of this team are to help prospective customers understand how Outlier can meet their needs and support them throughout the evaluation and enrollment process. To achieve these goals, we respond timely to prospective students’ inquiries, provide guidance and suggestions, and conduct outreach to promote Outlier and recruit prospective students.

Your Impact

You will have the unique opportunity to join a dynamic team and help shape the future of how Outlier will engage and serve its prospective students. You will partner closely with Marketing and Student Success as well as other internal teams to ensure a seamless transition from customer to Outlier student through setting processes, procedures, customer service standards, and ensuring their delivery to all prospective students and their influencers.

This role reports to the Director of Student Success and is a remote, contract-to-hire position. As a contractor, you will need to have access to a computer, webcam, and a stable internet connection. 

What You'll Do

  • Serve as a player-coach and lead the team to deliver timely and effective customer service to prospective students and their influencers through Zendesk and other channels.
  • Ensure self-service, customer-facing content is accessible, accurate, and effective.
  • Collaborate with the Marketing team to support lead generation activities.
  • Measure and monitor KPIs and metrics related to the day-to-day operations, track team goals and productivity, and identify opportunities to improve performance and resource planning.
  • Implement new tools/systems and create training resources to enhance teams’ capacity to scale, improve efficiency, and ensure ongoing improvement.
  • Maintain strong cross-team relationships with Student Success, Marketing, Product, and other teams; enable the team to serve as an effective voice of the customer for providing internal and actionable feedback.

Who You Are

  • Preferably has worked on a higher value/considered product at scale.
  • Has experience building and leading a great inbound sales organization.
  • Advanced proficiency in GSuite, ActiveCampaign, Zendesk (or other equivalent CRM).
  • Excellent Communicator. Empathetic and able to listen to student needs. Can be hands-on, writing copy to up-level them in the Outlier brand voice. Happy to be the point of escalation for student issues.
  • Operations Expert. A strong manager who sets and maintains high standards for their team, leading by example. Great at finding and implementing scalable solutions.
  • Natural Salesperson. A naturally gifted salesperson who is persuasive but not "salesy". This is balanced by integrity and a focus on serving the student.
  • Relentless Drive. Goal-oriented and results-driven, setting and achieving ambition metrics that serve the mission (vs their ego). Always looking for ways to up-level the team and their work.
  • Demonstrate well-developed problem-solving skills, active listening, patience, and empathy. Displays an outgoing, warm personality and enjoys engaging with students. Strong work ethic, with a “no task is too small” attitude.

Please note: Outlier.org hopes to recruit and advance qualified minorities, women, LGBTQ, persons with disabilities, and veterans, among others—we welcome and encourage all applicants. One of Outlier.org’s goals is for our team and culture to reflect the diverse student populations we serve.  We remain committed to recognizing the best talent wherever it may be.

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Outlier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, layoff, termination, working conditions, transfer, job assignment, and benefits.