Job Description

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:

The Learner Support role is responsible for assisting enterprise students/clients with the enrolment process before joining one of our EE presentations and is accountable for ensuring a smooth student journey for companies and students.

Responsibilities Include, But Are Not Limited To:

Pre - Enrolment Learner Support Activity

• Responsible for ensuring a smooth journey for enterprise students from start to finish.
• Establish rapport and develop relationships with prospective students/clients via various communication channels.
• Utilise creative problem-solving skills to overcome any obstacles while guiding potential students through our course enrolment process.
• Proactively supporting/contacting enterprise students for future presentations start dates, as well as supporting their journey while partaking in their respective course.
• Build and maintain strong relationships with the relevant enterprise stakeholders to deal with and escalate any student/client queries that arise.
• Follow up on stakeholder accountability for student support queries.

Post Enrolment Learner Support Activity

• Arrange, prepare, and lead orientation calls for Enterprise cohorts.
• Aid in supervising student activities related to class monitoring, follow-up, and communication.
• Act as the primary point of contact for queries from student support advisors, and assess critical situations to determine if escalation is necessary.
• Ensure thorough support for students during live sessions and collaborate with FTS Support to monitor all live sessions effectively.
• Collaborate with internal cross-functional teams (technical and faculty support) to swiftly address student concerns.
• Mitigate student attrition by delivering proactive, reactive, comprehensive, and exceptional customer service. This role plays a crucial role in upholding 2U's commitment to top-tier service for its students.
• Supervise and contribute to day-to-day operations, ensuring alignment with university policies.
• Take charge of achieving student retention targets set by management. Develop and execute student retention initiatives, including the implementation of an at-risk model.
• Disseminate important course updates and events to students accurately through bulk emails, utilising the COMMs dashboard with precision.

Things That Should Be In Your Background:

• Verbal and written fluency of the English and (Brazilian) Portuguese language.
• Tertiary education required OR 3 years experience in Consultative Sales (Edtech industry is preferred).
• 3-5 years of experience in a metrics-driven environment.
• Strong sales and customer service background.
• A proven track record of achieving measurable results in a fast-paced, deadline-driven department.
• Verbal and written fluency of the English language.
• Excellent computer skills (efficient use and knowledge of Google Suite. Exposure to Salesforce is advantageous).

Other Attributes That Will Help You In This Role:

• Exceptional communication and interpersonal skills with the ability to establish rapport with the customer base.
• Ability to prioritise and multitask responsibilities at all times.
• Ability to utilise creative problem-solving skills to overcome any obstacles while guiding potential students/clients through our execed online short courses.
• Strong follow-up skills.
• Ability to work a flexible schedule to contact students internationally.
• Ability to work with a diverse team in a fast-paced environment.
• Enthusiasm and the ability to thrive in an atmosphere of constant change.
• Excellent telephone etiquette.
• Passion and a 'can-do' attitude.

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: .

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: .

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
#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.

2U