We accept applications from remote employees in the following US states: MA, CO, CT, ME, NH, NJ, NY, VT.

Your Impact 

edX seeks a highly motivated, intellectually curious Learner Support Associate to join our growing Support Team. As a Learner Support Associate, you’ll help learners resolve questions across a variety of course experiences. You’ll also work with our product teams regarding bugs, features, and ticket trends.

This role represents an unparalleled opportunity to reach a global audience base. Did we mention that - to date - more than 41 million unique learners from every country have accessed edx.org to enroll in more than 125 million courses?

NOTE: This position may require an atypical work week of either Sunday-Thursday (with Fridays and Saturdays off) or Tuesday-Saturday (with Sundays and Mondays off).

You Will

• Manage high ticket volume within our ticketing system and provide timely, personal, and high-quality responses through resolution... with an emphasis on empathy
• Develop frequently asked questions and knowledge base articles that address common student inquiries
• Collaborate across the edX community to improve the student experience by providing feedback and recommendations to address common issues through improved product design, operation, policy, or processes
• Partner with myriad internal stakeholders and business units, representing the Support organization and developing subject matter and product expertise
• Stay apprised of and communicate about ticket trends and features, bug progression, and product updates

You Have

• 2+ years of experience in customer support 
• Experience working within a ticketing or case management system (e.g., Zendesk, Salesforce, Freshdesk)
• A customer-first mindset and excellent verbal and written communication skills, including the ability to simplify and translate technical concepts into layman's terms 
• The capacity to work independently and within a team environment to quickly and calmly resolve issues
• A knack for tackling problems, solving puzzles, and identifying, analyzing, and resolving issues effectively
• The ability to manage competing demands and deadlines, with a capacity to relentlessly adjust as necessary 
• Solid technical acumen to include strong computer skills and a restless curiosity for learning new systems, software, and tools 
• Proficiency with Google and/or Microsoft environments
• An ability to work with diverse populations and adapt your communication style accordingly; our learner community is global!

Plusses (but not required)

• Experience supporting online higher education degrees/certificate programs
• Flexibility to work an atypical work week of either Sunday-Thursday (with Fridays and Saturdays off) or Tuesday-Saturday (with Sundays and Mondays off).
• Fluency in other languages 

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. 

That said, 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 38 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—as a global nonprofit, 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.