Manager, Product Support

Who you are

You have a strong background in customer support management, with experience leading teams in a fast-paced environment. Your leadership style emphasizes collaboration and development, ensuring that your team is equipped to provide exceptional service to both learners and instructors. You are knowledgeable about current technologies and are adept at applying this knowledge to improve support processes. You understand the importance of a consistent support experience and work closely with internal teams to achieve this goal.

You possess excellent communication skills, allowing you to effectively liaise with both internal and external customers. Your ability to manage multiple contact channels and internal systems ensures that the department operates smoothly and efficiently. You are proactive in seeking out opportunities for improvement and are comfortable leading special projects as assigned by leadership. Your commitment to staff development is evident in your approach to hiring, training, and mentoring support representatives.

Desirable

Experience in the education technology sector is a plus, as is familiarity with digital education platforms. You may also have a background in technical support, which would enhance your ability to guide your team in providing technical assistance to users. A passion for education and a desire to contribute to the mission of eliminating the back row in education will resonate with you.

What you'll do

As the Manager of Product Support, you will lead a dedicated team responsible for providing high-quality support to users of 2U's products. You will develop and implement training programs to ensure that your team is well-equipped to handle customer inquiries and technical issues. Your role will involve collaborating with other support teams to create a seamless support experience for users. You will also be responsible for managing the overall contact channels and internal systems, ensuring that they are optimized for efficiency.

You will play a key role in the hiring process, selecting candidates who align with the company's values and mission. Once onboarded, you will mentor and develop your team, fostering a culture of continuous improvement and excellence in customer service. You will analyze support metrics to identify trends and areas for improvement, implementing changes as necessary to enhance the support experience.

In addition to managing day-to-day operations, you will participate in special projects that align with the company's strategic goals. This may include initiatives aimed at improving support processes or enhancing the user experience across 2U's products. Your ability to adapt to changing circumstances and lead your team through challenges will be crucial to your success in this role.

What we offer

At 2U, you will be part of a mission-driven organization that is committed to making a positive impact in the field of education. You will have the opportunity to work with a diverse team of professionals who share your passion for helping others. The company offers competitive compensation and benefits, along with opportunities for professional growth and development. You will be encouraged to bring your ideas to the table and contribute to the ongoing success of the organization. Join us in our mission to unlock human potential through education.