Customer Support Specialist – Instructor Escalations at Udemy

| San Francisco
!Sorry, this job was removed at 5:09 a.m. (PST) on Monday, March 16, 2020
You will be responsible for handling escalated support issues from our instructors. These are the most complicated or sensitive issues, or those that require coordination with multiple teams at Udemy. You’ll need top class communications skills, with empathy in your writing. You’ll also need a solid work ethic and mental fortuity to answer a steady stream of inbound support requests. You should enjoy identifying and prioritizing problems and communicating trends to other teams, as you’ll often be the first person in the entire company to see problems that need attention.
In the beginning, you’ll take the time to understand the Udemy platform thoroughly so you can effectively communicate with customers and understand their issues. After learning the ropes, you’ll gain more responsibility and become involved in identifying trends and coming up with solutions to eliminate, automate, or optimize common issues. This is a full time position based in San Francisco.

What you'll do:

  • Quickly and professionally resolve support tickets and questions from Udemy instructors escalated to you by our remote agents
  • Handle all escalations from internal teams quickly and efficiently
  • Develop and improve the standard responses and procedures used by our team
  • Acquire deep and comprehensive product knowledge to help our remote agents and instructors with the most complicated issues
  • Willingness to experiment with new approaches to how we support our customers more efficiently or successfully
  • Work with the Support team to improve self-help
  • May be on call during occasional weekends

We're excited about you because you'll have:

  • You have worked at least 2+ year in a customer facing support role
  • You have a deep empathy, love of teamwork, and a commitment to put our instructors first every day
  • You have outstanding written and documentation skills
  • You are an exceptional cross-functional communicator 
  • You have superior project and time management skills; excellent attention to detail
  • You have a strong work ethic and ability to focus
  • You are able to build trusted relationships with customers and your team
  • You can adapt quickly in a fast-paced environment
  • About you/Nice to Have Qualifications:
  • You have a passion for building and improving scalable processes
  • You have experience with Zendesk or other help desk software
  • You are familiar with Trello, Jira, or other bug tracking software
  • You have experience with or interest in working with remote teams

#LI-EB1
About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 50 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), Gurugram (India), and São Paulo (Brazil).
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany Committees
Open Office Floor Plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious Bias Training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and Learns
Promote from Within
Continuing Education Stipend
Time Allotted for Learning
Online Course Subscriptions Available
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