Senior Enterprise Customer Experience Analyst at Udemy

Customer Success - Udemy Business, Full-Time, Remote, Melbourne melbourne remote support analytics full-time
Posted 16 days ago

About the role:

Our mission is to create new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world. 

We enjoy problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. 

Udemy’s culture fosters inclusion and belonging and encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.

We’re seeking an individual who cares deeply about delivering outstanding customer experiences because we believe this is foundational to the individual’s success to this role. The main responsibilities of this role consist of handling escalated support issues, including the most complicated and sensitive cases, and enabling our remote agents to be successful. This individual is detail oriented and enjoys being a creative problem-solver who is committed to offering top notch support to our Udemy for Business customers. In addition to supporting our customers, this individual will also have to support and effectively partner with members of the Udemy for Business teams, and work cross functionally to resolve issues.  

This is an excellent opportunity to not only hone your current skills, but develop new ones as you work across teams and solve complicated problems.

Here's what you'll be doing:

  • Be the escalation point for our Udemy for Business customers and remote agents to solve the most complicated and urgent cases. 
  • Develop and improve our support team’s processes to drive down response time and increase CSAT.
  • Be a product expert on all things Udemy for Business.
  • Be the liaison for our global support teams; training, upskilling and fostering a positive team atmosphere. 
  • Troubleshoot technical issues and partner with engineering teams to resolve them.
  • Support Udemy for Business teams like Customer Success, Sales and Product, on projects and requests, i.e. providing insights on customer pain points.
  • We'd love to hear from you if you have:

  • A passion for delivering exceptional support to customers. 
  • Minimum 2 years experience providing B2B Support 
  • Exceptional attention to detail.
  • A self-starter can do approach to your work
  • A relentless work ethic, and the ability to triage multiple tasks and escalations
  • Superior project and time management skills
  • A passion for building, improving, and scaling processes
  • Outstanding verbal, written, and documentation skills
  • Experience with providing support via phone calls
  • Experience troubleshooting technical customer issues
  • Experience throughout Asia Pacific and specifically India
  • Bonus points for Zendesk, mySQL, Jira, Looker experience

  • We value our culture and how we go about doing our work more than anything. Has this piqued your interest?
    Let us introduce you to Bora Plaku the Udemate this person reports to.  

    Based in San Fransisco Bora is a people and process oriented leader who is passionate about building world class global teams that wow our customers. She believes support can be a key differentiator and make a company stand out amongst its competitors. Her dynamic team’s scope extends outside support to ensure they offer the most value to customers and the business.

    Next Steps:

    Our recruitment team is eager to hear from you and will personally read every application in detail. So give it your best shot -  take some time to submit your CV together with a cover letter detailing how you meet the criteria we have outlined and most importantly why you’d love to be part of the team at Udemy. 

    We don’t have a closing date on our applications but we can’t wait to hear from you. Suitably qualified applicants will move through our ‘getting to know you’ process quickly and where we will outline the benefits of working with us including professional development opportunities and career growth, flexible work hours together with a remote working environment underpinned  with the tools to set you up for success.  

    We genuinely believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

    About Udemy
    We believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity,passion, and teamwork. We also celebrate our milestones and support each other every day.

    Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).

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