[Hiring] Manager, Technical Support @CO/ NJ Internal Job Board

Role Description

The Manager, Technical Support leads a team of individual contributors across multiple levels of Technical Support that provide technical and customer support assistance for faculty, partners, and students. The role will focus primarily on the edX product line, and will be responsible for establishing and refining the edX Support Model, ensuring coverage and prioritization which is commensurate with the product’s position in the business.

This individual works directly with other support leaders and collaborates with other teams throughout the organization to develop strategies for technical support efficiency and scalability; all while ensuring the teams are meeting service level agreements (SLAs) and key performance indicators (KPIs). A successful candidate will value and enjoy the challenge of supporting a diverse team, building relationships with multiple stakeholders in a complex organization, and thinking critically about finding opportunities to increase team efficiency and effectiveness. They can successfully balance multiple competing priorities with the agility and willingness to adapt to change, shift course, alter approaches and assume new responsibilities.

Responsibilities Include, But Are Not Limited To:

• People Management and Staff Development
  • Effectively manage direct reports, including hiring, onboarding, and developing team members for professional growth and to achieve team goals and metrics.
  • Responsible for scheduling and workload management based on product and leadership requirements.
  • Set clear performance expectations and provide regular feedback. Address any performance concerns proactively and maintain detailed documentation.
  • Create a culture of inclusion that attracts and retains candidates with diverse backgrounds, experiences, and strengths.
  • Align work to individual team members' unique strengths, experiences, and areas of expertise to create a high-functioning team.
  • Establish a transparent and inclusive culture to emphasize the importance of performance feedback and conflict management to drive successful outcomes.
  • Engage in meaningful coaching conversations that are tailored to individual skill sets and professional goals; challenge direct reports to take calculated risks and expand skill-sets through stretch goals.
• Tech Support
  • Set policies and provide guidance to Support staff for escalated technical support tasks.
  • Ensure and contribute to the management of day-to-day technical support tasks and processes to create a seamless experience for edX customers and partners.
  • Manage communication process during incidents and technical outages, as well as knowledge management, training, and quality assurance on behalf of Support staff.
  • Identify process and technology improvements to improve customer satisfaction and team efficiency.
  • Uses a data-driven approach to identify and advocate for current and future resource needs of the team, creating a comprehensive vision of the positive contributions these resources would have on the team, our partners, and the bottom line of the business.
  • Serve as the subject matter expert on the systems and processes that are directly related to the Global Support function for the edX product line.
• Cross-functional Collaboration
  • Collaborate with other Global Support leaders to establish strategic goals and prioritize initiatives, ensuring that the broader team remains aligned.
  • Build rapport and trust with cross-functional internal stakeholders to advocate on behalf of technical support and customer needs, increase team visibility, resolve issues, and implement strategic initiatives.
  • Proactively communicate with leadership, team members, and relevant stakeholders to ensure alignment and shared vision.
  • Represent the broader Support team in cross-functional meetings and initiatives.

Qualifications

• Strong current Mac & Windows knowledge is required.
• Extensive experience with Zendesk, Salesforce, and Commerce Tools is highly preferred.
• Exceptional interpersonal and communication skills.
• Effective data analysis and interpretation skills.
• Strong attention to detail, decision making, and problem solving skills.
• Ability to teach detailed technical tasks, identify employee potential, and develop team members.
• Ability to fully articulate complex technical solutions to non-technical people clearly and concisely.
• Excellent time management skills required.
• Ability to work with a diverse team in a fast-paced environment.

Benefits

• Comprehensive benefits (unique per country) and excellent work/life balance.
• Full-time, U.S. benefits include:
  • Medical, dental, and vision coverage.
  • Life insurance, disability, and 401(k) employer match.
  • Free snacks and drinks in-office.
  • Generous paid holidays and leave policies, including unlimited PTO.
  • Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break.
• The anticipated base salary range for this role is ($85,000 - $95,000), with potential bonus eligibility.

Company Description

2U partners with the world's top universities and companies to develop and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, 2U delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, 2U transforms how top institutions deliver workforce-aligned online education, enabling professionals to advance without pausing their careers.