Team Lead / Associate Manager – Customer Relations

Job Category: Customer Relations
Job Type: Part Time
Job Location: Philadelphia


  • Supervising operations to ensure consistency across shifts, accountability of team members and high quality support for both customers and team members.
  • Managing escalated customer concerns and applicant feedback to improve the application process
  • Suggesting and organize strategies around team building and each individual’s professional development.
  • Working closely with QA, Training and Analytics to overall team & operations growth
  • Proactively identifying the right opportunities for the customer and guide them through the appropriate products and services – taking into account their long term aspirations and goals
  • Owning the customer experience by delivering superior service through  multiple channels (phone, email, chat, etc.) to both responsively and proactively connect with potential borrowers and applicants to help them navigate the loan process or troubleshoot issues.
  • Collaborating with marketing and business development to develop new relationships with leads and / or potential customers, as well as with the Credit, Servicing and Funding teams to ensure a smooth flow of customer operations and experience


  • Bachelor’s degree in a related field, or higher
  • 8+  years (10+ years for Associate Manager) of B2C local or international customer service or support experience in a high-touch, fast-paced environment, with at least 2 years in a supervisory responsibility
  • Prior work experience within financial services, insurance, and higher education industries will be a distinct advantage though not mandatory
  • Must have prior experience in a sales oriented and/or targets driven environment
  • Passion for customer service and relationship management with an innate sense of service and empathy for others
  • You must be immensely data driven and drive your own strategy using numbers.
  • Exceptional leadership skills and ability to relate to people with varied backgrounds and career ambitions
  • Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels.
  • Excellent organizational skills and attention to detail
  • A proficiency in other foreign / international or regional Indian languages would be a plus.

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Dear educator friend,

In the critical process of preparing students to transition to college, you are key. The
ramifications of your guidance are far-reaching.

The Pioneer Research Program believes that it, too, has a role to play in preparing students of special potential and passion for learning. This is a role we trust you will appreciate knowing about. Our mission is to offer a deep and otherwise unavailable opportunity to exceptionally motivated young scholars who want to learn and research at the college level and to explore their potential for innovation.

What makes Pioneer a unique deep-dive learning experience is not just the mentorship of distinguished professors. It is the rigorous quality controls developed conjointly by Pioneer and Oberlin College. Professors (must) adhere to rubrics for

1) setting learning goals;

2) syllabus development;

3) oversight, feedback and evaluation, and

4) grading standardization.

This rigorous academic system is supported by thorough admission process and a high-minded ethics code. The combination gives students an exceptional learning experience that is brought to fruition in a college-level research paper documenting their findings.

You can follow this link Pioneer’s concrete academic system to learn more about the academic system. Academic quality control and academic oversight assure Pioneer’s focus is on learning and learners, and therefore all of our practices were built upon the following principles:

No conflict of interests Pioneer’s academic ethical standards
Because of its high academic and ethical standards, the Pioneer program has earned the trust of college admissions departments and formed the basis for the ground-breaking collaboration with Oberlin College. Pioneer scholars get two college credits upon completing their Pioneer research.

Click to learn about Pioneer and Oberlin College's groundbreaking academic collaboration.

Pioneer has a rigorous admission process. Students who have genuine academic interests and are highly motivated are a good fit with Pioneer’s values. Pioneer’s founding board insisted that Pioneer commit to a professor-blind policy during the application process, ensuring that applicants have authentic field interest and correct priorities. Consequently, no information about professors is released before admission to the program. This policy is much appreciated and respected by universities. Professor-blind admission policy
On this page is the critical information needed to meet your needs.

If you have additional questions, feel free to let us know how we can help you by emailing or calling 855-572-8863.


Matthew Jaskol

Founder & Program Director