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Sr. Customer Support Specialist

2u · 30+ days ago
Negotiable
Full-time
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At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

We are seeking a highly motivated and intellectually curious Senior Customer Support Specialist to join our dynamic team. In this pivotal role, you will provide lead support to specialists supporting incoming calls, chats, or emails from students and faculty; addressing both technical and non-technical inquiries with a white-glove service approach. Your role extends beyond troubleshooting, as you will collaborate closely with other teams to report and analyze bugs, features, and ticket trends, contributing to continuous improvement in our services. You will also be responsible for effectively managing and escalating cases related to faculty or students, ensuring swift and accurate resolutions. This role is essential in maintaining and enhancing the quality of support we offer, making a direct impact on our learning community's success and satisfaction. Our office is based in Salt River, Cape Town and the role would require you to be able to travel to the office.  This is a hybrid position and we require staff to be in office a minimum of 2 days a week outside of training or upskilling where more days in office could be required. 

Responsibilities Include, But Are Not Limited To:

  • Customer and Technical Support (30%): Provide comprehensive customer and technical support for students and faculty issues. This includes real-time monitoring of support channels as “leader on duty” to ensure appropriate coverage and backup plans are in place where needed.
  • Team Leadership and Training (20%): Lead and train the team, assist with new hire onboarding, and coordinate with external departments for technical challenges and needs.
  • Process Improvement and Analysis (20%): Develop and implement initiatives for department efficiency, streamline processes, participate in root cause analysis, and communicate findings.
  • Technical Expertise and Troubleshooting (20%): Master tools like Zoom and Learning Management Systems. Troubleshoot escalated or peak time support technical issues in coordination with technical teams and stay updated with emerging web technologies.
  • Collaboration and Project Management (10%): Work with internal stakeholders, representing the Support organization, and develop subject matter expertise. Contribute to support ticket handling and resolution with an emphasis on empathy and quality service.

Things That Should Be In Your Background:

  • Bachelor’s Degree 
  • 5+ years of experience in customer support, technical support, or related fields
  • Experience with ticketing or case management systems (e.g., Zendesk, Salesforce)
  • Solid technical acumen, including proficiency with Google and/or Microsoft environments
  • Experience with JIRA and Confluence is a plus
  • Strong leadership and organizational skills, with exceptional attention to detail
  • Ability to multitask, work under pressure, and meet deadlines
  • Excellent communication skills, both verbal and written, with a customer-first mindset
  • Ability to work independently and in a team environment
  • Flexibility to work evening and weekend hours as needed
  • Project management and time management skills
  • Fluent in simplifying and translating technical concepts for varied audiences

Other Attributes That Will Help You In This Role:

  • Experience in utilizing data to assess the health and productivity of a team 
  • Experience in supporting online higher education degrees or certificate programs
  • Multilingual abilities
  • Enthusiasm for continuous learning and adaptability in a fast-paced environment

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

  • 2 complimentary Getsmarter short courses per year
  • Subsidised medical aid with Discovery Health Medical Scheme
  • 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
  • Employee Assistance Program (EAP)
  • Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U Inc. (NASDAQ: TWOU)

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. 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. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.

Last updated on Mar 8, 2024

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