edX seeks a data-driven customer support manager with experience managing offsite teams to coach and manage partner and learner support agents in a fast-paced and rapidly changing environment.

The ideal candidate will be results-oriented, optimistic, and will have experience launching new products. We are looking for someone with a history of managing staff at organization headquarters, remote staff, and offshore 3rd party staff. If you want to further access to education and help develop a team, this is the right role for you!

What you’ll be doing:

• 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
• 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

Experience and skills we’ll need to see:

• At least 5 years of support team leadership and direct management experience
• Experience managing a ticketing system, preferably Zendesk
• A successful history of working with offshore 3rd party staff
• Strong systems-thinker who has 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

About edX:

EdX is an MIT & Harvard funded mid-level start-up company that offers a highly competitive benefits plan, a pension program, free lunches every day as well as a plethora of other fun perks and meaningful work! Our mission is to provide a world-class education to everyone, everywhere. Are you ready to be a part of re-inventing education?

Applicants must be able to work out of our Cambridge, MA office. Sorry, Visa sponsorship is not available.