Minerva’s Support team aims to deliver a world-class support experience, ensuring that partners are able to teach effectively and with minimal disruption on Forum, Minerva’s full active learning platform. Support is provided during and outside of class, including assisting users – instructors and students – with resolutions to technical issues; answering questions about the platform; documenting bugs and solutions; and escalating technical issues to Product Engineers as needed.

The Technical Support Agent will play a critical role in addressing higher order tasks on the team in addition to providing frontline support for live classes. Responsibilities include but are not limited to:

• Writing technical reports summarizing technical issues and resolutions
• Responding to questions via our support chat feature, LiveChat
• Answering Help Desk emails
• Triaging and escalating software bugs
• Investigating bugs and complex support questions
• Scheduling frontline support agents for shifts
• Observing live classes on Minerva’s platform

Most support interactions take place via Slack, so we are looking for someone who can interact via typing in real time with a professional but friendly and empathetic manner. The role also offers the flexibility to work from home while gaining experience at a company leading education innovation.

Key Skills

• Works well under pressure: All support agents respond in real time to incoming requests for help from both faculty and students during live classes
  
• Quick learner: The Technical Support Agent is expected to learn and understand processes, solutions, and best practices from existing documentation and guide users to implement those solutions
  
• Entrepreneurial perspective: We expect that the Tier 2 agent will identify, document, and address new tech or support issues not covered by existing documentation
  
• Tech savvy: Comfortable with writing technical reports and analyzing data

Personal Characteristics

• Systematic thinker
• Perceptive and quick to recognize patterns
• Friendly, patient, and empathetic
• Ability to effectively communicate with users across many cultures
• Attention to detail
• Strong communicator — written and spoken
• Self driven and works well independently

Requirements

• 1-2 years in a Support agent role for a tech company
• Fluent in English. Other languages a plus but not required. Japanese strongly preferred.
• Familiarity with Slack, Notion, Google Sheets, and Asana a plus

About the Minerva Project

Founded in 2011, Minerva Project is the world's leading educational innovator, preparing exceptional, lifelong learners to address the most complex challenges of our time. Minerva's mission, to nurture critical wisdom for the sake of the world, is being pursued through its flagship university programs and select strategic partnerships. Minerva designs and delivers transformative educational programs to learners at multiple stages—from secondary school students to undergraduate and graduate degree candidates to working professionals and executive leaders.

About Forum

Forum is Minerva's core technology platform, delivering the world’s most advanced classroom in service of Minerva’s educational vision. Learn more about Forum at https://www.minervaproject.com/solutions/forum-learning-environment/.

Redefining Higher Education

To change the world, we need to improve education everywhere. Minerva offers a next-generation educational system based on leading scientific research. Built to address the central educational challenges of the modern era, the Minerva system enables the rapid development of sophisticated programs for organizations of all types—from university partners to corporate employers.

To prove the value of our next-generation educational system, we re-reimagined and built Minerva University from the ground up, which has been ranked Ranked #1 Most Innovative University in the World according to the World's Universities with Real Impact (WURI). Read more about Minerva University and the history here.

At the core of the system used by Minerva University and partners alike is an innovative methodology, an advanced educational technology called Minerva Forum, and a modular curriculum design. By emphasizing active class participation, deliberate practice, and other empirically-proven methods, the system teaches students critical skills, as well as the ability to apply those skills to diverse and changing contexts.

We need you to help build that technology. You’ll be part of a small team that works in close consultation with other teams—including product management, marketing, academic, and company leadership. Your typical week will include designing, coding, and releasing new features. We’re big on collaboration, knowledge-sharing, and cross-training; and we have periodic retrospectives, so if something’s not working for us, we fix it. Over the medium term, you will receive significant mentoring, feedback, and deliberate career development.

We are still growing, so there are plenty of high-value and challenging new projects. We are also shifting many projects from prototypes and MVPs to thoughtfully designed long-lived systems. This is an opportunity to do interesting and important work, and to do it right.

Curious about our team culture and values? Read more on our Key Values profile page.

Watch our CEO and founder Ben Nelson discuss the Minerva Forum and our mission in this panel discussion from the 2019 ASU GSV Summit:

Responsibilities

• Design, build, deploy, operate, and maintain software across the stack.
• Develop, articulate, and prioritize software requirements by working closely with the product manager and directly with other teams.
• Use data-driven development and decision making to improve the performance, robustness, and scalability of our systems.
• Maintain and expand automated test coverage and QA processes to catch bugs early.
• Use collaborative activities like pair programming and code review as avenues for teaching and learning. Be receptive to feedback from your teammates and generous with your own.
• Support a culture of code quality, documentation, and thoughtful design tradeoffs. Navigate between shipping sooner and long-term maintainability.
• Participate in customer support to build empathy with students and faculty.

We value your ability to learn quickly, make thoughtful tradeoffs, and build maintainable systems more than your past experience with specific technologies. That said, here are some of the tools that we use:

• Python, Django, and Django REST Framework for building applications and APIs.
• Celery for asynchronous jobs and workflows.
• MySQL and Redis for data storage and caching.
• React, webpack, Babel, Marionette, and Backbone for building front-end JavaScript interfaces.
• WebRTC with our own selective forwarding unit (SFU) for real-time video.
• Autobahn pubsub technology to support the many features of our real-time distributed seminar classroom.
• GitHub, CircleCI, codecov, AWS, and DataDog for building, reviewing, testing, shipping, and operating our systems.

We also utilize a somewhat non-traditional 'episodic' development strategy based around 4-month planning & goal-setting cycles. Into this we incorporate more traditional agile methodologies like sprints, standups, and blameless retrospectives.

Minerva is special because it is more than a job: It’s a chance to build something long-lasting, to leave a legacy and add meaning to your career. We take a long term view and, in our mission to nurture critical wisdom for the sake of the world, we've only just begun. We hope you join us!

Benefits

• Mission-oriented team and organization
• The spirit of a non-profit university, the focus of a startup
• Sustainable working pace
• Unlimited vacation policy
• Health, dental, vision, commuter checks, and 401K
• Paid parental leave: 12 weeks for moms and 6 weeks for dads
• Salary range $120,000 to $200,000

Equal Employment Opportunity

To build a university for 21st century leaders and creators, our team should be representative of our diverse student body. Minerva values a diverse workplace and strongly encourages women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. Minerva is an equal opportunity employer. Applicants will not be discriminated against because of any characteristic irrelevant to creating great software, including: race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

How To Apply

Interested? We make applying quick and easy. Just send the following:

• A copy of your resume or a link to something resume-like (e.g., your website, LinkedIn)
• Other links you'd like us to see (e.g., blog, GitHub, a project of yours)
• A brief description of why you are excited for this opportunity to join Minerva. This description replaces the traditional cover letter.

Do you want to help invent the future of learning online? Minerva Project partners with high schools, higher ed institutions, and corporations to create transformational learning programs based on the science of learning, all of which are taught on our flagship Forum software. As the Director of People Operations at Minerva Project, you will provide leadership and take overall functional responsibility for a broad range of human resource activities and initiatives for our global team of about 80 staff members (and growing!). You are an ideal candidate for this role if you have hands-on experience in a People Operations or HR Generalist role with a successful track record of working in fast-paced environments. As the first dedicated contractor to support people, this is a great opportunity to build new processes and improve existing ones, and to make an immediate and important impact.

Responsibilities include, but are not limited to:

• Partnering with the business leaders and employees to provide day-to-day HR guidance, as well as supporting and delivering on our people strategy
• Supporting full-cycle recruiting processes
• Maintaining digital HR records and generating official documents such as offer letters, appointment letters and salary slips
• Development and implementation of a new employee performance/review process and appraising pay scales accordingly
• Creating employee engagement plans and initiating culture-building activities
• Managing our employee onboarding and off-boarding processes
• Managing benefits through Minerva’s PEO
• Effectively managing employee relations, including workplace grievances and disciplinary procedures
• Supporting Minerva’s compliance with state, federal and international employment regulations

Key Skills

• Excellent verbal and oral communication skills
• Problem solving skills and an ability to be resourceful
• Detail orientation and focus on accuracy when completing tasks
• Time & priority management, the ability to put a wide variety of tasks into context and determine what needs to get done first

Requirements

• B.A or B.S. in Business, HR or equivalent experience
• 5+ years of prior experience working in an HR role
• SHRM certification and familiarity with managing a California-based workforce is strongly preferred

Location

We are a globally distributed organization, with an office in San Francisco, CA. We welcome 100% remote employees/contractors as well as those who prefer to work from the office

About the Minerva Project:

Founded in 2011, Minerva Project is the world's leading educational innovator, preparing exceptional, lifelong learners to address the most complex challenges of our time. Minerva's mission, to nurture critical wisdom for the sake of the world, is being pursued through its flagship university programs and select strategic partnerships. Minerva designs and delivers transformative educational programs to learners at multiple stages—from secondary school students to undergraduate and graduate degree candidates to working professionals and executive leaders.

Minerva is an equal opportunity employer. Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

Do you want to help invent the future of learning online? Minerva Project partners with high schools, higher ed institutions, and corporations to create transformational learning programs based on the science of learning, all of which are taught on our flagship Forum software. As the Director of People Operations at Minerva Project, you will provide leadership and take overall functional responsibility for a broad range of human resource activities and initiatives for our global team of about 80 staff members (and growing!). You are an ideal candidate for this role if you have hands-on experience in a People Operations or HR Generalist role with a successful track record of working in fast-paced environments. As the first dedicated contractor to support people, this is a great opportunity to build new processes and improve existing ones, and to make an immediate and important impact.

Responsibilities include, but are not limited to:

• Partnering with the business leaders and employees to provide day-to-day HR guidance, as well as supporting and delivering on our people strategy
• Supporting full-cycle recruiting processes
• Maintaining digital HR records and generating official documents such as offer letters, appointment letters and salary slips
• Development and implementation of a new employee performance/review process and appraising pay scales accordingly
• Creating employee engagement plans and initiating culture-building activities
• Managing our employee onboarding and off-boarding processes
• Managing benefits through Minerva’s PEO
• Effectively managing employee relations, including workplace grievances and disciplinary procedures
• Supporting Minerva’s compliance with state, federal and international employment regulations

Key Skills

• Excellent verbal and oral communication skills
• Problem solving skills and an ability to be resourceful
• Detail orientation and focus on accuracy when completing tasks
• Time & priority management, the ability to put a wide variety of tasks into context and determine what needs to get done first

Requirements

• B.A or B.S. in Business, HR or equivalent experience
• 5+ years of prior experience working in an HR role
• SHRM certification and familiarity with managing a California-based workforce is strongly preferred

Location

We are a globally distributed organization, with an office in San Francisco, CA. We welcome 100% remote employees/contractors as well as those who prefer to work from the office

About the Minerva Project:

Founded in 2011, Minerva Project is the world's leading educational innovator, preparing exceptional, lifelong learners to address the most complex challenges of our time. Minerva's mission, to nurture critical wisdom for the sake of the world, is being pursued through its flagship university programs and select strategic partnerships. Minerva designs and delivers transformative educational programs to learners at multiple stages—from secondary school students to undergraduate and graduate degree candidates to working professionals and executive leaders.

Minerva is an equal opportunity employer. Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

Do you want to help invent the future of learning online? Minerva Project partners with high schools, higher ed institutions, and corporations to create transformational learning programs based on the science of learning, all of which are taught on our flagship Forum software. As the Contract Controller at Minerva, you will serve as our financial expert, managing all aspects of accounting, budgeting, and financial analysis. You are an ideal candidate for this role if you have hands-on experience in an accounting or controller role with a successful track record of working in fast-paced environments. As the dedicated contractor to support all financial aspects of the company, this is a great opportunity to build new processes and improve existing ones, and to make an immediate and important impact.

Responsibilities include, but are not limited to:

• Managing all aspects of accounting and financial reporting, including budgeting, month and year end close processes, tax compliance and analysis
• Running full-cycle A/P process including entry, approval, and payment
• Reporting on operational performance as it relates to the business activities including monitoring margins, variances, and providing feedback
• Managing the invoicing calendar for enterprise-level clientele and collaborating with the Sales and Program Support teams to ensure timely invoicing and follow ups
• Supporting PEO in processing bi-weekly payroll
• Responsible for keeping up with GAAP requirements.
• Assist Chief Administrative Officer and Executive team in preparation of monthly and quarterly board updates

Key Skills

• Ability to analyze and interpret fiscal records, prepare accurate and complete financial statements and perform work requiring a high level of knowledge in the area of accounting theory and practice
• Strong communication skills and an ability to work directly with C-Level executives
• Detailed oriented, highly organized, and able to work independently
• Time & priority management, the ability to put a wide variety of tasks into context and determine what needs to get done first
• Experience building processes, controls, systems from scratch to support growth-stage companies

Requirements

• BA/BS degree in Accounting or Finance or equivalent technical experience
• 3+ years hands-on experience in corporate accounting/finance organization
• CPA required
• Major ERP software experience

Location

We are a globally distributed organization, with an office in San Francisco, CA. We welcome 100% remote contractors as well as those who prefer to work from the office

About the Minerva Project

Founded in 2011, Minerva Project is the world's leading educational innovator, preparing exceptional, lifelong learners to address the most complex challenges of our time. Minerva's mission, to nurture critical wisdom for the sake of the world, is being pursued through its flagship university programs and select strategic partnerships. Minerva designs and delivers transformative educational programs to learners at multiple stages—from secondary school students to undergraduate and graduate degree candidates to working professionals and executive leaders.

Minerva is an equal opportunity employer. Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

Do you want to help invent the future of learning online? Minerva Project partners with high schools, higher ed institutions, and corporations to create transformational learning programs based on the science of learning, all of which are taught on our flagship Forum software. As the People Operations Specialist at Minerva Project, you will provide leadership and take overall functional responsibility for a broad range of human resource activities and initiatives for our global team of about 80 staff members (and growing!). You are an ideal candidate for this role if you have hands-on experience in a People Operations or HR Generalist role with a successful track record of working in fast-paced environments. As the first dedicated hire to support people, this is a great opportunity to build new processes and improve existing ones, and to make an immediate and important impact.

Responsibilities include, but are not limited to:

• Partnering with the business leaders and employees to provide day-to-day HR guidance, as well as supporting and delivering on our people strategy
• Supporting full-cycle recruiting processes
• Maintaining digital HR records and generating official documents such as offer letters, appointment letters and salary slips
• Development and implementation of a new employee performance/review process and appraising pay scales accordingly
• Creating employee engagement plans and initiating culture-building activities
• Managing our employee onboarding and offboarding processes
• Managing benefits through Minerva’s PEO
• Effectively managing employee relations, including workplace grievances and disciplinary procedures
• Supporting Minerva’s compliance with state, federal and international employment regulations

Key Skills

• Excellent verbal and oral communication skills
• Problem solving skills and an ability to be resourceful
• Detail orientation and focus on accuracy when completing tasks
• Time & priority management, the ability to put a wide variety of tasks into context and determine what needs to get done first

Requirements

• B.A or B.S. in Business, HR or equivalent experience
• 3+ years of prior experience working in an HR role

What we offer

• Competitive salary (commensurate with experience)
• Medical, dental, and vision insurance for employees; we pay 100% of the employee's premium and 50% of any dependents' premiums
• Flexible time off for employees and remote work opportunity
• 401(k) plan for employees
• A diverse team that fosters a high level of collaboration despite being distributed

Location

We are a globally distributed organization, with an office in San Francisco, CA. We welcome 100% remote employees/contractors as well as those who prefer to work from the office

About the Minerva Project:

Founded in 2011, Minerva Project is the world's leading educational innovator, preparing exceptional, lifelong learners to address the most complex challenges of our time. Minerva's mission, to nurture critical wisdom for the sake of the world, is being pursued through its flagship university programs and select strategic partnerships. Minerva designs and delivers transformative educational programs to learners at multiple stages—from secondary school students to undergraduate and graduate degree candidates to working professionals and executive leaders.

Minerva is an equal opportunity employer. Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.