Enrollment Advisor

Position Overview:

At MIT Open Learning, customer experience is core to everything we do. As we expand our portfolio of professional and online programs, we are investing in a new role designed to be the first meaningful human connection a prospective learner has with MIT Open Learning.

The Enrollment Advisor sits at the intersection of customer support and consultative sales. You will be the dedicated point of contact for working professionals who are exploring MIT xPRO and Universal Artificial Intelligence (UAI) programs—answering their questions, understanding their goals, and helping them make a confident enrollment decision. You'll do this through responsive email communication, proactive outreach, and live video conversations.

This role will initially split time between inside sales activity for paid programs (xPRO, UAI) and general customer support for MIT Open Learning's broader course portfolio. As demand grows, the role is expected to evolve toward a primary focus on enrollment-driven engagement.

Principal Duties and Responsibilities (Essential Functions**):

Prospective Learner Engagement & Inside Sales

• The Enrollment Advisor is part of a team-based customer service delivery model that depends on real-time, in-person collaboration among customer service staff, the marketing team, the sales team, and course teams. In-person presence in Cambridge, MA is an essential function of this role because  cross-functional training and knowledge base development happen in person and coaching and supervision occur in person. Serve as the first point of contact for prospective learners exploring xPRO and UAI programs, responding to inbound inquiries with a target first-response time of 30 minutes during business hours
• Engage prospects through email, phone, and video conference to answer questions about program content, structure, pricing, prerequisites, and outcomes
• Proactively solicit and schedule video conferences with prospective learners to provide personalized guidance and move them toward an enrollment decision
• Explain MIT Open Learning's offerings to prospects, confirm program fit and qualifications, and address any concerns or hesitations
• Develop and maintain deep working knowledge of 5–6 xPRO programs and UAI, including curriculum, target audience, career relevance, and differentiators—committing to continuous self-education on the technology topics these programs cover, as well as attending in person training with our product team
• Capture all prospect interactions, activities, and fit assessments in Salesforce with detailed and accurate notes

Customer Support

• Resolve customer and learner inquiries via email through our ticketing system (Zendesk) in a considerate and timely manner
• Take ownership of customer issues from beginning to end, composing thoughtful, personalized responses
• Triage incoming requests and identify trends in customer issues to flag for the broader team
• Working collaboratively in person, contribute to the creation and maintenance of FAQ articles, pre-written responses, and internal process documentation 

Cross-Functional Collaboration & Continuous Improvement

• During in person one-on-one and team meetings, share prospect feedback, objections, and frequently asked questions with the broader Customer Support and Marketing teams to inform website content, email messaging, and conversion rate optimization efforts
• Help define and document processes related to enrollment support and inside sales workflows
• Execute day-to-day operational plans in person in alignment with team priorities
• Join in person company and team meetings
• Because this role requires real-time collaboration with customer service, marketing, sales and other stakeholders, the Enrollment Advisor is required to work in person in Cambridge, MA a minimum of 2 days per week. The specific in person schedule is set by the manager based on the cadence of team meetings and cross-functional training opportunities and is subject to change based on the needs of the customer service team, Open Learning, or MIT.
• Perform other duties as assigned

Supervision Received:

The Enrollment Advisor reports to the Associate Director, Customer Service

Supervision Exercised:

N/A

Qualifications & Skills: 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required 
• Minimum 3 year of customer service experience required
• Excellent written and verbal communication skills, with the ability to convey clear, competent, and empathetic messages to a global audience
• Ability to work both independently and within a team environment to resolve issues quickly and accurately
• Comfort with CRM platforms (Salesforce preferred) and ticketing systems (e.g., Zendesk, Freshdesk)
• Ability to work with diverse populations and adapt communication style accordingly—our customers and learners are global

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree preferred
• 2+ years of experience in inside sales, enrollment advising, admissions, or a similar consultative, customer-facing role
• Experience providing customer support or enrollment guidance for online higher education, degree, or certificate programs
• Familiarity with professional education, executive education, or continuing education for working adults
• Background or genuine interest in technology, data science, AI, or engineering subject areas
• Experience using video conferencing tools (Zoom, Google Meet) in a prospect- or client-facing capacity

We Are Looking for People Who:

• Are natural communicators—clear, warm, professional, and able to instill confidence in a prospective learner's decision
• Are comfortable on the phone and on camera; you can make a video call feel like a helpful conversation, not a sales pitch
• Are service-minded first—you genuinely want to help someone find the right program, even if that means telling them it's not the right fit
• Are self-motivated, curious, and eager to learn about MIT's professional education offerings and the technology topics they cover
• Adapt quickly to changing priorities, shifting volume, and evolving product offerings
• Find problem-solving fulfilling—if there's a roadblock for a customer or a gap in a process, you want to fix it
• Are disciplined about documentation; you understand that detailed notes in a CRM aren't busywork—they're how the team gets smarter
• Thrive in a dynamic, collaborative environment and aren't afraid to ask for help when they're unsure of something

Other Considerations:

• When applying for this position, please include a cover letter describing your most recent or most relevant professional experience.
• Employment is contingent upon a satisfactory background check.
• Pay Range: $24.28/hour to $32.90/hour