Trust & Safety Policy Escalation Associate (Japanese Fluency)

| San Francisco
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As a marketplace, trust is central to our success, and one of Udemy’s most important roles is as that of a fair platform. To maintain that trust from our students and instructors, we need to have a clear and reasonable set of rules, and enforce those rules consistently. In this role, you will be responsible for the hardest or most sensitive cases, enforcing a consistent policy and communicating the decision reasons effectively. You’ll be intimately familiar with our marketplace policies, how they are enforced, and what the grey areas around a policy look like, and will help our contract team when they have difficult decisions. You will have opportunities to build process, write articles, and train a remote team to ensure consistency in judgement and enforcement. You’ll also work closely with Legal and Brand teams to inform them of potential issues, craft the right messaging, and execute the customer side of any resolution.

What you'll do:

  • Effectively resolve Policy violations with instructors or students escalated to you by remote agents or other members of the Udemy team, key focus area of Japanese market.
  • Identify, understand, and communicate top issues and trends that need broader attention from the rest of the company. Advocate product and process improvements based on data patterns to close loopholes, mitigate risk, and improve business processes
  • Inform Udemy’s marketplace policies to make sure that both students and instructors are governed fairly. Identify areas in our policies that need more clarity, and work with team to improve our product, or position on an issue.
  • Coordinate and collaborate cross-functionally with other teams like Support, Legal, PR, Product, Community, Instructor Account Management
  • Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions

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

  • 2-4 years of experience in a Customer Support or T&S role at a consumer internet or e-commerce company, with a strong preference for experience at a marketplace company
  • Ability to separate emotion from a situation and follow a data-oriented, structured way of thinking to ensure reason based judgement
  • A hyperactive sense of customer empathy, able to understand all sides of a situation and respond with a human touch while efficiently scaling
  • Strong work ethic and ability to handle the sometimes overwhelming influx of new cases
  • Exceptional verbal and written communication skills, in English and Japanese. You can synthesize key points or complex situations to craft messaging for any audience, large or small.
  • Convicted but Open-minded -- you have a strong moral and business sense, but are able to adapt based on what we learn over time (what you learn is as or more important than what you know)
  • Understanding of SQL (MySQL and/or PostgreSQL) and Excel or willingness to learn
  • Self-motivated, solid team player, willing to step outside of your role and chip in whenever necessary to achieve success
  • Great business acumen and the ability to translate business requirements into technical requirements and actionable project plans.

#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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