Student Success Advisor

At 2U, we are pioneering the future of digital education by collaborating with top-tier universities worldwide. Our Student Success Team is at the heart of this mission, bridging the gap between ambitious students and their academic achievements. As a Student Success Advisor, you are not just supporting students; you are guiding them through their transformative educational journey. You have the unique opportunity to influence and enhance their experience, contributing significantly to their personal and professional growth.

In this role, you will be instrumental in helping students navigate their academic path, providing them with the tools and support they need to succeed. Your efforts will not only aid in their current academic pursuits but will also lay the groundwork for their future as leaders, innovators, and change-makers in their respective fields. Join us as a Student Success Advisor and play a pivotal role in shaping the educational experiences that define the leaders of tomorrow.

Summary of Job:

As a Student Success Advisor, you will play a pivotal role in shaping the educational journey and success of our students. This vital position involves managing student retention, ensuring successful graduation, and serving as the primary point of contact for students enrolled in our degree programs. Operating within UK working hours, this role demands a commitment to providing world-class service to our students, graduates, and faculty.

Key Role and Responsibilities:

Student Support and Service

• Offer personalized coaching sessions tailored to individual student needs, following 2U's coaching model
• Provide prompt, comprehensive and personalized support to student inquiries across various communication platforms - email, phone, online discussion forums, etc
• Employ strong communication skills to liaise effectively with university stakeholders, students, and internal teams
• Navigate and guide students through the technical aspects of the Digital Campus
• Troubleshoot student support issues and coordinate solutions in accordance with university policies
• Assess critical issues, initiate escalation procedures when necessary, and ensure resolution within agreed Service Level Agreements.
• Liaise with University Academic Advising for additional student support where needed
• Regularly communicate internally and present program deliverables

Course Delivery

• Utilize problem-solving skills to address critical situations, determining when escalation is required
• Self-manage workload using data and metrics to optimize efficiency, meet KPIs and participate in regular qualitative coaching and development sessions
• Stay updated on departmental- and resolution processes through continuous training and development
• Adapt to various situations and empower others to do the same

Retention and Recovery

• Retain students by understanding their needs and applying appropriate strategies
• Proactively and reactively provide exceptional customer service to manage student retention
• Be accountable for student retention and credit goals, deploying strategies to positively impact key metrics (graduation rates, student satisfaction, retention goals, credit generation)
• Analyse program and student data to forecast credit pacing and productions.

Education and Experience: Mandatory Requirements

• A minimum of a bachelor’s degree is mandatory
• 5+ years of experience in service-oriented, customer support, or related field (Prior experience in Edtech or collegiate/university environment is highly advantageous)
• Familiarity with online learning technology preferred
• Proven track record of performance in a metrics-driven setting
• Exceptional command over verbal and written English
• Proficiency in computing and CRM tools

Other Attributes That Will Help You in This Role

• Exceptional analytical and interpersonal skills
• Proven ability to meet and exceed quantitative targets
• Mastery over task prioritization and multitasking in high-stakes scenarios
• Innate problem-solving abilities to tackle challenges creatively
• Robust retention and follow-up strategies
• Willingness to adapt to different time zones to engage an international clientele
• Comfort in a fast-paced, entrepreneurial setting
• Unwavering enthusiasm and a relentless 'will-do' attitude

Working Conditions:

• The role demands adherence to UK business hours, with occasional requirements for weekend engagement based on business needs
• This is a high-octane, result-driven environment; your adaptability and resilience will be key
• Autonomy is a given; proactive problem-solving and upward management are expected
• Teamwork is critical to achieving success in this role. You will need to establish strong relationships with peers and leaders in cross-departmental teams
• The landscape is dynamic; your agility in adapting to changing scenarios will be invaluable
• You will be required to have uncapped, reliable internet connectivity or reliable transport to get to the office

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.

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

• 2 complimentary Getsmarter short courses per year
• Subsidized 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.

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/

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.