Member Services Manager
Massachusetts Institute of Technology - Cambridge, MA

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MEMBER SERVICES MANAGER, edX, to run a fast growth support organization, both defining best practices and directly supporting edX members by handling or routing issues that arrive via websites, email, and/or social media. Will be responsible for defining and rolling out leading technology, best practices, and policies to support a growing team of member care representatives; providing reports and visibility into member care metrics; identifying a staffing plan that mirrors growth and working to grow the team with passionate, member-first focused staff; managing staff to predefined service levels; educating members on edX policies and getting started; and providing timely follow-up and resolution to issues according to edX policies. May assist new members with edX procedures and processing registration issues.

To learn more about edX, what we do, and how we do it, please visit .

REQUIREMENTS: a college degree; at least five years' experience in a call center or support team management environment; exemplary customer service skills; experience creating and rolling out support/service best practices; fluency using desktop applications and basic understanding of web technologies, i.e., basic HTML; ability to identify and resolve problems in a timely manner, gather and analyze information, and maintain confidentiality; strong interpersonal, presentation, and oral and written communication skills; and ability to adapt to changes in the work environment, manage competing demands, and deal with frequent change. Will be expected to be consistently at work and on time, follow instructions, respond to management direction, and solicit feedback to improve performance. MIT-00009273-Q

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