Product Support Specialist II

Date Posted: 15 June 2026

There is 1 opening for this job profile.

Internal Only, In-line Promotion. Note: In the case of in-line promotions where there is an expansion of responsibilities for the incumbent in the role, which would result in the incumbent being displaced if another person were to take that position, we will not interview for the role.

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives.
What We’re Looking For:

The Product Support Specialist – Level 2 is a skilled frontline support professional responsible for delivering high-quality, multi-channel support to learners and instructors across multiple products. This role demonstrates strong independent problem-solving ability, consistent performance against service metrics, and growing influence in improving team workflows and customer experience.

Responsibilities Include, But Are Not Limited To:

1. Customer Support & Issue Resolution

Deliver timely, accurate, and empathetic support across multiple communication channels while resolving moderately complex product issues.

• Provide support to learners and instructors via phone, chat, and email.
• Resolve Tier 1 issues related to platform navigation, technical errors, enrollment and course access, and account concerns.
• Demonstrate strong product fluency across multiple platforms and support tools.
• Troubleshoot technical and functional issues independently and guide users through solutions.
• Ensure accurate and thorough documentation of cases in CRM systems (Salesforce, Zendesk, etc.).
• Maintain high data accuracy and detailed case records.

2. Critical Thinking & Accountability for Results

Demonstrate strong ownership of customer issues and consistent achievement of performance expectations.

• Analyze patterns and identify root causes for recurring issues.
• Escalate issues appropriately with clear documentation and context.
• Consistently meet or exceed SLAs, CSAT, quality, and productivity metrics.
• Take ownership of cases from intake through resolution.
• Manage competing priorities while maintaining high service quality.

3. Process Improvement & Operational Support

Contribute to improving workflows, support processes, and documentation.

• Identify workflow inefficiencies and provide actionable improvement suggestions.
• Contribute to updates and improvements to knowledge base content and documentation.
• Support testing, pilots, or workflow updates by providing feedback and operational insights.
• Share recurring issue trends that may indicate product or process improvements

4. Communication & Cross-Functional Collaboration

Work effectively with internal teams to resolve customer issues and improve the overall experience.

• Translate technical information into clear, learner-friendly language.
• Partner with internal teams such as Product, Engineering, and Escalations to resolve issues.
• Communicate updates clearly and professionally to customers and internal stakeholders.
• Manage sensitive or frustrated customer interactions with professionalism and empathy.

5. Team Contribution & Professional Development

Support team success and continuous learning.

• Support peer learning by sharing knowledge and best practices.
• Adapt to new tools, workflows, and product updates.
• Demonstrate a growth mindset through ongoing skill development.

Things That Should Be In Your Background:

• 2–4+ years of experience in customer support, technical support, or a related field.
• Demonstrated success meeting or exceeding support performance metrics.
• Proficiency with CRM systems such as Salesforce or Zendesk.
• Strong troubleshooting skills across Apple, Microsoft, and mobile environments.
• Experience supporting online education or SaaS platforms preferred.

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 millions of learners and counting with access to world-class 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, U.S.benefits include:

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($60,600 -$68,300), with potential bonus eligibility. Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

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