Senior Customer Experience Analyst

at  Udemy

ABOUT US

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

ABOUT YOUR SKILLS

• Complex Issue Resolution: You are skilled at managing sensitive, intricate escalations independently, using empathy, judgment, and tact to find solutions. You excel in identifying and addressing broader customer experience issues, working collaboratively with cross-functional teams to resolve complex cases effectively.
• Project and Process Management: You lead projects end-to-end, from planning through implementation, continuously improving processes and enhancing team efficiency. You prioritize effectively, balancing multiple projects and initiatives with a focus on quality, efficiency, and impactful outcomes. And you are comfortable working with autonomy and ambiguity.
• Data-Driven Decision Making: You leverage tools, data, insights, and cross-functional relationships to make informed decisions and meaningful recommendations. Resourceful and analytical, you use available resources to track outcomes and identify opportunities for improvement, particularly in areas like content management, prompt engineering, and operational insights.
• Adaptable and Strategic Communication: You communicate clearly and effectively across all levels, from customer interactions to executive updates, and can adapt your style to various audiences. Strong in relationship-building, you respectfully challenge ideas, reach compromises, and support team members through mentorship and guidance.
  We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we’d love to hear from you!

ABOUT THIS ROLE

In this role you split your time between resolving complex or specialized customer escalations and driving individual or team projects across the following operational areas: vendor management, content/wiki management, operational readiness, operational excellence and process development, and data analysis and insights.
Because our frontline agents resolve the vast majority of customer requests, escalations by definition require critical thinking, thoughtfulness, and a gentle touch. That’s where you come in! Your work as the final level of support escalation will involve managing and prioritizing multiple requests at once, communicating with customers directly to gather information or share outcomes, offering assistance to our Tier 1 and Tier 2 support agents, and often coordinating on complex resolutions with cross-functional teams. On the project side, your end-to-end ownership will encompass planning and coordination through implementation, and the validation of impact or identification of additional follow-up work. You will become familiar with all aspects of our team’s operations, but we are particularly interested in candidates with a background and interest in content/wiki management or data analysis and insights.
This position offers an opportunity for professional growth through managing impactful projects and mentoring junior team members, and your contributions to larger organization-wide will give you exposure to a range of cross-functional teams including Customer Success, Internal Escalations, Product/Engineering, Tax, Revenue Operations, Legal, and more.

WHAT YOU’LL BE DOING

Customer escalations

• You will resolve sensitive and complex escalations with empathy, thoughtfulness, tact, sound judgment, clear communication, and minimal oversight.
• You will identify and escalate significant customer experience changes affecting customers or business operations (e.g. outages or software failures, changes in sentiment, issue trends).
• You will collaborate cross-functionally via Slack, Zoom, and in-person to gather information, summarize findings, and resolve issues.
• You will provide guidance and coaching to our frontline support agents when they request assistance.
• You will develop subject matter expertise on Udemy Business’s products, customers, support processes, and internal cross-functional partnerships.

Operational work

• You will propose and drive operational improvement projects from planning through implementation, monitoring, and reporting outcomes.
• You will proactively communicate project updates, blockers, or improvement opportunities to stakeholders, and leverage available resources – including data, tooling, documentation, and peer/cross-functional stakeholders – to develop insights and drive outcomes.
• You will also contribute to broader organizational and cross-functional initiatives.