Student Support Associate (Contract)

Job Responsibilities:

Support edX students by handling or routing inquiries that come in from our websites, email, chat and social media. This involves:

  • Resolving incoming issues according to edX policies; escalating non-routine issues appropriately.
  • Educating students on edX procedures.
  • Providing timely, personal, high quality responses, including follow-up and resolution.
  • Developing scripts, FAQs, and knowledge base articles that address common student concerns.
  • Working within edX to continually improve the student experience by providing feedback regarding common issues.


  • 1-3 years prior experience in a customer service role.
  • Superb customer service and communication skills.
  • Excellent problem solving – identifies, evaluates and resolves problems in a timely manner. Skillfully gathers and analyzes information.
  • Great interpersonal skills – works well on a team, remains open to others' ideas, is willing to try new things, and maintains confidentiality.
  • Oral communication - speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
  • Written communication - writes clearly and persuasively, edits work for spelling and grammar, presents technical information effectively, and is able to read and interpret written information.
  • Adaptability - adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  • Dependability - is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
  • Proficiency in French or Mandarin preferred.
  • College degree in related field preferred
  • Basic computer skills including familiarity with Chrome, Firefox, Internet Explorer and Safari. Open to learning new systems and tools.
  • Passion for doing the right thing - at edX the student is always our top priority.

Note:  This is a 4 month contract position.

If you are interested in this position, please send an email to

Due to the high level of interest in working at edX, we are unable to contact all applicants personally. If your background matches our hiring needs a recruiter or hiring manager will contact you directly.

Applicants must be able to work out of our Cambridge, MA office. Sorry, Visa sponsorship is not available.