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

Your Impact

edX is hiring a Manager, Enterprise Customer Support. Whomever fills this role will serve as an integral member 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 position demands an action-oriented thinker who refuses to settle. 

Do you have an innovative perspective, a customer-first mentality, and a proven capacity to work through ambiguous situations to identify patterns and opportunities for improvement? If so, we’d like to talk to you!

Your Team

This role will manage a growing support team focused on problem-solving and process innovation. The team is dedicated to improvement and ensuring customers can navigate any potential points of confusion in the onboarding process. The Manager, Enterprise Customer Support will use data to drive service and outcomes to ensure edX customers get a swift, strong start with their edX investment. This hire will further leverage his/her/their access to better understand pain points and how we can improve the customer experience. This opportunity requires cross-functional partnership with the Product and Marketing teams to ensure that edX delivers a best-in-class experience.

You Will

• Provide 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, Account Management, Enterprise Solutions and deliver localized/internationalized solutions and/or workarounds to customers as required.
• Respond to customer requests for support within the same business day, and set customer expectations for issue resolution within one week.
• Managing day-to-day operations, goal setting, career development, performance management, and career growth of Cambridge and remote team members
• Ensuring that team members meet stated first response SLAs and drive toward faster case resolution, and maintain and improve CSAT.
• Working with cross functional teams and leadership to help define support services for new products
• Proactively identifying areas for innovation and improvement within the partner and learner support teams
• Ensuring customer onboarding and integrations are seamless and continuously improving
• Analyzing customer and performance data to make informed decisions about operational and procedural changes
• Spot trends based on feedback collected via support incidents, and share back with edX product delivery teams
• Drive the team towards improving self-service resources required to scale our support operations
• Identifying ways to remove impediments to building, running, and taking high quality courses based on ticket trends
• Work with edX’s Enterprise Data Analyst to design and deliver key performance indicators and visualizations for measuring and monitoring customer investment utilization, learner engagement,  and educational effectiveness/transformation.

You Have 

• At least 3 years of support team leadership and direct management experience
• Experience managing a ticketing system, preferably Zendesk
• A successful history of onboarding new customers
• strong systems-thinking baked into your DNA, with a proven track record of scaling processes
• Technical competence and a desire to dive deeply into the product, while being able to communicate technical concepts to non-technical stakeholders
• Experience working effectively with all levels of management
• Experience handling sensitive customer escalations
• Experience planning for, launching, and supporting new products and features

Plusses

• Bilingual Spanish
• Experience with LMS/LXP system integrations
• Experience in higher education or EdTech 
• Experience inside a SaaS-based, B2B organization 

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 position 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.

Sorry, Visa sponsorship is not available.