EdX is seeking a Learner Support Associate to join our growing Support Team (based at our Cambridge, MA USA headquarters). Learner Support Associates help their learners resolve questions across a variety of course experiences. Students love edX courses, so they’re not shy about asking for help, and we pride ourselves in helping them make the most of their experience while providing world class support.

The Learner Support Associate will be part of a small co-located team based in Barcelona, and will be asked to collaborate remotely with teams that are based at our Cambridge, MA USA headquarters. Some travel may be required.

Responsibilities:

• Provide timely, personal, & high-quality responses through resolution.
• Keep internal documentation and process up-to-date.
• Develop scripts & frequently asked questions that address common student inquiries.
• Collaborate across edX to improve the student experience by providing feedback to address common issues through improved product design, operation, policy, or process.

Requirements:

• 1-3+ years work experience in a Customer Focused position
• Excellent communication skills with strong customer focus
• Fluent in English and Spanish, fluency in French or German a plus
• Ability to work individually & within a team environment to quickly and calmly resolve issues
• Demonstrated ability to learn new skills and Products quickly
• Driven by team and individual goals, whether daily targets, or longer-term aspirations.
• Corresponds clearly and concisely, edits work for spelling and grammar, communicates technical information effectively and professionally.
• Manages competing demands and is able to flex with frequent change, delays or unexpected events. Is willing to try new things, and new ways of working.
• Solid computer skills, and curiosity to learning new systems, software, and tools
• Proficient with Google Doc environments. Basic understanding of HTML a plus.
• Experience working in a start-up environment, a plus.
• Availability to work a flexible schedule and occasional weekends a plus.

Must be eligible to work out of our Barcelona, Spain office. Sponsorship not available.