Customer Solutions Specialist (Bilingual Spanish-English Required) at edX

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NOTE: Bilingual English-Spanish proficiency required for this role. 

The edX B2B business line is growing rapidly, and we seek a bilingual Enterprise Customer Solutions Specialist to join our expanding team. Customer Solutions Specialists are integral members of edX’s Academic and Enterprise Sales team, working to cultivate our global customer base and reach as many learners as possible. This multifaceted, cross-functional role demands an action-oriented thinker with a proven capacity to identify patterns from ambiguity, a stubborn refusal to settle, an innovative perspective, and a “customer is always right” mentality. You will be viewed as “the expert” to edX’s customers and team members, and you will have the opportunity to build meaningful business relationships, apply both sides of your brain, and make a truly significant impact on the lives of many people.

Your Impact

Support the edX for Business Sales Team and our Customers

  • edX for Business brings the edX platform to learners at work. Through leadership and development skills investment, our clients build competitive advantage. 
  • As a Customer Solutions Specialist, you’ll partner closely with our Sales, Account Management, Finance, and the Education Services departments. In this role, you will have the opportunity to build relationships with customers, think creatively, and make an impact.

You Will

  • Utilize fully fluent Spanish and English communication skills to triage and manage new and existing customer requests through Zendesk ticketing system
  • Support configuration and provisioning of new customers to the edX platform
  • Identify and synthesize local market trends, based on customer and stakeholder interactions and feedback
  • Think creatively and systematically to implement improvements to operational processes 
  • Provide consulting services, how-to guides, technical tips, and best practices to existing edX for Business and edX Online Campus customers
  • Identify, diagnose, and escalate customer requests to the edX Product Delivery team, and deliver localized/internationalized solutions and/or workarounds to customers when required
  • Respond to customer requests for support within one business day, and set customer expectations for issue resolution within one week
  • Advocate for edX for Business customers.  Share competitive intelligence, with real-world examples and provide detailed customer requirements and clear statements of work describing customer needs/challenges to the edX Product Delivery team

You Have

  • Full proficiency in written and spoken Spanish and English.
  • 1-3 years of experience in a professional services or customer support-based position
  • Deep attention to detail and the capacity to multitask, prioritize, and manage time effectively
  • Strong written communication skills
  • The ability to thrive in a fast-paced, Agile work environment
  • Team mentality: Collaborate with colleagues having different levels of knowledge and skills, from different backgrounds - Customers, Sales Representatives, Success Associates, Product Managers, and Software Engineers.
  • Start-up mindset: Work collaboratively on a small team in a high growth environment. Experience wearing different hats and taking on additional responsibilities outside of your day-to-day responsibilities.
  • Bias towards action: Showcase strong initiative and self-motivation; effectively juggle multiple priorities while retaining a sense of urgency. Strive to exceed team and individual goals. Apply objective criteria and intuitive knowledge to prioritize a series of items or tasks. 
  • Problem solving skills: Strong analytical and expert troubleshooting skills.  Ability to step back and see the big picture.  Articulate the full scope of a problem and its possible solutions, and provide recommendations for which path to choose.
  • Data-Driven mindset: Comfortable working with analytical tools and reporting; experience constructing cohesive business cases and advocating for customers through the use of accurate information and data sets.
  • Communication: Excellent verbal communication and business/technical writing skills. 
  • Flexibility: Availability to work on different tasks when needed

Preferred

  • Familiarity or experience working in a SaaS-based environment 
  • Experience in Zendesk and/or Salesforce

Why you’ll like it here: 

  • We’re on a mission to unlock our learners' potential on a global level, seeking to create a more diverse, equitable and inclusive world. 
  • We set outcomes that matter and provide value in all that we do, from building meaningful products to serving the edX community. 

We understand that applying for a job can be intimidating. Applicants rarely meet every single job requirement, and we know there are many skills and backgrounds that will contribute to success in this role.

If this role looks like a great next step for you, please apply… even if you can’t “check every box.” We’d love to hear from you! 

edX is the education movement for restless learners. Together with our founding partners Harvard and MIT, we’ve brought together more than 40 million learners, the majority of top-ranked universities in the world, and industry-leading companies onto one online learning platform that supports learners at every stage. And we’re not stopping there, we’re relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location.

Sorry, Visa sponsorship is not available.


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Technology we use

  • Engineering
    • JavascriptLanguages
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    • RLanguages
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    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
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    • Microsoft SQL ServerDatabases
    • MongoDBDatabases

Location

edX is right near the MIT campus in the Kendall Square neighborhood of Cambridge, MA. There are cafes, bars, restaurants, gyms, and a T stop nearby!

An Insider's view of edX

What’s the vibe like in the office?

Always fun and collaborative. I've never worked at a place where so many co-workers greeted me by name after just my first day.

Jim

Sales Development Manager

What projects are you most excited about?

My work focuses on enabling course teams at partner institutions to create high-quality learning experiences on edX.org. Right now couldn't be a more critical time for this work as we ramp up the amount of Master's degrees we are offering this Fall. I work with faculty, instructional designers, media producers, and project managers.

Ben Piscopo

Learning Designer

How has your career grown since starting at the company?

Working at edX has given me invaluable experience that has allowed me to explore and develop my career. I’ve been able to take on challenges and learning opportunities that have helped me discover the work I’m most passionate about. In my time at edX I’ve grown into a new role and continue to learn more about my work and myself.

Mary Mooshian

Associate Product Marketing Manager

How would you describe the company’s work-life balance?

At edX, getting your work done is very important, but the company also understands that your life and well being outside of work is directly correlated to productivity during work hours. This is clearly communicated across all levels and departments. There is also lots of company wide fun activities that help us get to know our coworkers outside.

Juliana

Software Engineer I

What are edX Perks + Benefits

edX Benefits Overview

Our benefits are competitive, with comprehensive health insurance, generous PTO, and various ways to build your skills while on the job.

Culture
Volunteer in local community
edX volunteers for the Charles River Conservancy for a Cleanup day and is deeply embedded in the local edtech community.
Partners with Nonprofits
edX partners with Year Up and She Geeks Out.
Friends outside of work
Eat lunch together
Intracompany committees
edX has a Sustainability committee, various employee resource groups, and an edX Cares committe involved in giving back to the community.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
We have four ERGs: LGBTQIA+, Black/African-American, LatinX, and Women at edX.
Hiring Practices that Promote Diversity
- Internships on our Engineering team for Non-traditional backgrounds (no CS degree). - Inclusive job descriptions - Competency-based/behavioral interviews - Interviewers trained on unconscious b
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
We have access to therapy and coaching sessions.
Retirement & Stock Options Benefits
401(K)
We have a pension plan too!
401(K) Matching
5% match
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
edX's summer party is for the whole family!
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
edX hosts two company outings per year - in the summer and in the winter. There are department-specific outings throughout the year!
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
edX has a running group and a pickup basketball team.
Fitness Subsidies
edX has access to the MIT gym at a great rate!
Home Office Stipend for Remote Employees
Employees are granted money to set up their office, as well as being able to reimburse monthly expenses like internet and phone.
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
We have a $5,000 tuition reimbursement (per calendar year) through MIT's benefits. Additionally, we have a $200 stipend (per calendar year) for edX courses.
Online course subscriptions available
Customized development tracks
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