Partner Support Specialist, Premier Accounts at Udemy

| San Francisco
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You will be responsible for handling all support issues from Udemy’s Instructor Partners, our top and most valuable Instructors on the platform . These are the most complicated or sensitive issues, or those that require coordination with multiple teams at Udemy, from these key instructors. You’ll need best-in-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, and be able to jump on calls with these partners if an email will not suffice. 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 what these instructors are having trouble with.
We’re looking for someone who has a love of teamwork, deep empathy for others, and a strong commitment to providing the best experience for our instructors.
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 manage a group of remote associates while providing white-glove services for our top instructors. 
You will be an ambassador for our instructor partners and be in constant communication with our associates, top instructors, and our instructor success team. To do this, you’ll be elevating the Instructors voice and highlighting key trends and patterns that the Instructors are experiencing to Product, Marketing, and other relevant teams.

What you'll do:

  • Manage Instructor Support services for our top instructors including:
  • Overall Partner Support:
  • Technical support escalations
  • Resolving time sensitive urgent technical issues
  • Fulfill special requests
  • Respond to customer Slack channels with partners in a timely manner
  • Product Specialist Work:
  • Answering product functionality questions
  • Surface product launch issues
  • Other responsibilities:
  • Be able to troubleshoot with our instructor partners over video chat and understand the urgency of our partners issues
  • Surface trends and issues to our product teams and other instructor related teams
  • Work closely with the Instructor Partnership team in supporting our Partners

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

  • 5+ years in customer support, and/or relationship management
  • The ability to demonstrate solid relationship management skills with professionals in a technical industry
  • The ability to translate technical jargon for our top customers
  • Strong written and verbal communication and cross-team collaboration skills
  • Passion for building and improving scalable processes
  • Experience troubleshooting technical problems and working with engineering to solve issues
  • Experience with Zendesk and Salesforce a plusFamiliar with Trello, JIRA, or other bug tracking software

#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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