Customer Experience Lead

The Role: Customer Experience Lead

Location: San Francisco, CA, Full-time

About this opportunity

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 detailed 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.

    • Create support center articles and internal resources to deliver knowledge to all Udemy for Business customers and employees.

    • Be the liaison for our global support teams; training, upskilling and helping build a world-class team.

    • Troubleshoot technical issues and partner with engineering teams to resolve them.

    • Support Udemy for Business teams likes Sales and Product, on projects and requests, i.e. providing insights on customer pain points.

We’re excited about you because you have:

    • A passion for delivering exceptional support to customers.

    • 4+ years in a customer support role; in addition 2+ years experience providing B2B Support

    • Exceptional attention to detail.

    • A relentless work ethic, and the ability to triage multiple tasks and escalations.

    • Superior project and time management skills.

    • Experience in delivering training effectively. 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

Nice to haves:

    • PLUS: Fluency in Spanish or German.

    • PLUS: Zendesk, mySQL, Jira.

    • PLUS: Previous experience working with remote teams.

ABOUT UDEMY

We believe anyone can build the life they imagine through online learning. Today, more than 30 million 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), and São Paulo (Brazil).