Manager of Escalations

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Reference: 2773/KG/11042019

The Manager of Escalations is part of 2U's Post Enrollment Services group and is responsible for providing top tier customer and technical support to students and faculty throughout the world. These students and faculty are remote with support being done over the phone, email, chat, or by video conference. This position will be responsible for both developing a growth plan and executing on that plan, which includes the hiring, training, and development of additional technical support representatives and development of scalable systems and processes for the department. The technical support manager will also be collaborating with program managers, school administrators, internal developers/project managers, and external vendors to ensure issues are resolved in a timely manner.

Key Role and Responsibilities:

  • Manage the technical support team responsible for handling escalated support issues for students and teachers.
  • Work closely with 2U's internal development team in order to identify and correct any technical issues with the LMS.
  • Develop training materials and deliver training to internal staff on new processes and updates to processes across the company.
  • Develop training materials for external clients on new processes and technology product features.
  • Escalate and follow up with TechDev/external vendors on issues related to the online tools/platform.
  • Collaborate with other support managers on ideas and processes to improve the overall customer experience.
  • Serve as the primary point of contact for escalating advanced technical issues to external vendors and internal development teams.
  • Responsible for providing call and resolution metrics on a regular basis.
  • Provide leadership in resolving complex customer support issues.
  • Direct/oversee the streamlining of technology solutions for an easy customer and client experience.
  • Direct/oversee service roll-outs.
  • Direct the workforce planning and administration functions, including defining customer support processes, guiding service delivery improvement strategies, managing vendor relationships.
  • Focus on root cause analysis and problem management with development and implementation teams.
  • Design and implement escalation processes as appropriate.
  • Identify and facilitate training opportunities for the team and less experienced technical staff.
  • Collaborate on the design and develop documentation for processes, ensuring the overall scope, quality, and effectiveness continues to grow.
  • Adjust team goals and priorities as needed.
  • Direct and oversee high priority issues.
  • Resolve escalated customer complaints without the need for further intervention.
  • Trend analysis around technical issues.
  • Make the support experience feel local and personal.


Education and Experience:

  • Bachelor’s degree required.
  • 3-5+ years experience in a technical support management role.
  • 5+ years experience troubleshooting technical issues over the phone.
  • Experience managing in-person and remote employees.
  • Knowledge of CRM, Salesforce preferred.
  • Strong knowledge of web applications.
  • Strong knowledge of building processes and communicating new processes across departments.
  • Strong customer service background and management experience.
  • Experience supporting various technical products, including SaaS/hosted solutions.
  • Excellent computer skills in both current Windows and Mac OS’s (Microsoft Office, inclusive of Word, Excel, PowerPoint).
  • Experience supervising and building relationships with people at a variety of levels.
  • Familiarity with online learning technology a plus.
  • Experience with business analytics a plus.

What you'll get from us:

  • A high growth company that is rapidly emerging as a leader in the South African Edtech space
  • Continuous training with opportunities for professional development
  • A deep commitment to fostering a great work-life balance
  • A huge support system
  • The opportunity to continue your own education: we pay for two continuing education GetSmarter short courses a year for every GetSmarter employee


Why It’s Great to Work at GetSmarter

GetSmarter offers a high-energy work environment that’s both challenging and fun. We work hard, but our office is a social place. We believe that a community of motivated, healthy and happy employees is key to a thriving team. This is why we place huge importance on the culture at GetSmarter and creating an environment that brings out the best in our team.



GetSmarter offers a comprehensive benefits package:

  • Subsidised medical aid
  • Subsidised healthy meals and in-house canteen
  • Subsidised  in-house biokineticist
  • Free gym
  • Generous paid leave policies
  • Free enrolment in two GetSmarter-powered online short courses annually
  • A complimentary caffeine kick every morning and afternoon, made by our in-house barista
  • Fun theme days and spontaneous activities planned by our culture squad

About GetSmarter and 2U Inc. (NASDAQ: TWOU)

GetSmarter is an online education company based in Cape Town. We collaborate with leading universities globally to offer premium continuing education short courses that allow working professionals to expand and update their skill set, and advance their careers. In 2017, GetSmarter was acquired by 2U, Inc, a leader in the online higher education market.


2U partners with great colleges and universities to build what we believe is the world’s best digital education. Our platform provides a comprehensive fusion of technology, services and data architecture to transform high-quality and rigorous campus-based universities into the best digital versions of themselves. 2U's No Back Row® approach allows qualified students and working professionals around the world to experience a first-rate university education and successful outcomes. To learn more, visit