CO Salary Range: USD 78,000.00 - 98,000.00 per year

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.
This hybrid position requires two days per week in our Denver office.
About you

You’re a connector who puts people first and values the lasting ​partnerships you’ll build. You’re an active listener who cares about the stories people share and are energized by communication and collaboration. You love learning new things and are known for bringing innovative perspectives and questions to the table. You’re deadline and results-driven, passionate about creating new processes, systems, and best practices that help your internal partners do their best work.

• You will resolve sensitive and complex escalations with empathy, thoughtfulness, tact, sound judgment, clear communication, and minimal oversight.
  
• You will identify and escalate significant customer experience changes affecting customers or business operations (e.g. outages or software failures, changes in sentiment, issue trends).
  
• You will collaborate cross-functionally via Slack, Zoom, and in-person to gather information, summarize findings, and resolve issues.
  
• You will provide guidance and coaching to our frontline support agents when they request assistance.
  
• You will develop subject matter expertise on Udemy Business’s products, customers, support processes, and internal cross-functional partnerships.
  
  Operational work
  
  • You will propose and drive operational improvement projects from planning through implementation, monitoring, and reporting outcomes.
    
  • You will proactively communicate project updates, blockers, or improvement opportunities to stakeholders, and leverage available resources - including data, tooling, documentation, and peer/cross-functional stakeholders - to develop insights and drive outcomes.
    
  • You will also contribute to broader organizational and cross-functional initiatives.
    
    What you’ll have
    
    • Proven experience resolving complex customer issues with minimal oversight, preferably as part of a global team within a hybrid workplace model.
      
    • A track record of identifying and seizing opportunities to uplevel the customer experience via process improvements and cross-functional recommendations.
      
    • The desire to balance self-sufficiency, ownership, and accountability with teamwork and collaboration.
      
    • Nice to have - Experience working with any of the following systems or tools: Zendesk, Atlassian (Jira and Confluence), Asana, Tableau, UnitQ, Salesforce, and Stripe
      
      About your skills
      
      • Complex Issue Resolution: You are skilled at managing sensitive, intricate escalations independently, using empathy, judgment, and tact to find solutions. You excel in identifying and addressing broader customer experience issues, working collaboratively with cross-functional teams to resolve complex cases effectively.
        
      • Project and Process Management : You lead projects end-to-end, from planning through implementation, continuously improving processes and enhancing team efficiency. You prioritize effectively, balancing multiple projects and initiatives with a focus on quality, efficiency, and impactful outcomes. And you are comfortable working with autonomy and ambiguity.
        
      • Data-Driven Decision Making : You leverage tools, data, insights, and cross-functional relationships to make informed decisions and meaningful recommendations. Resourceful and analytical, you use available resources to track outcomes and identify opportunities for improvement, particularly in areas like content management, prompt engineering, and operational insights.
        
      • Adaptable and Strategic Communication : You communicate clearly and effectively across all levels, from customer interactions to executive updates, and can adapt your style to various audiences. Strong in relationship-building, you respectfully challenge ideas, reach compromises, and support team members through mentorship and guidance.
        
        We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!
        Life at Udemy
        
        We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:
        
        • We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
          
          
        • Learning is what we do - inside and out. Our Learning &; Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
          
          
        • Our reason to exist is to revolutionize learning - that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
          
          
        • We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.
          
          Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?
          
          At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability.We will consider for employment qualified applicants with arrest and conviction records.
          Our Benefits Start With U
          
          Our benefits package at Udemy "starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:
          
          • Core Benefits: Comprehensive medical, dental, vision, life/AD&;D, and disability coverage
            
            
          • HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
            
            
          • Transgender Benefits: Expanded medical coverage for gender-affirming care
            
            
          • Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week "ease-back” program that enables parents to return part-time at full pay
            
            
          • Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support
            
            
          • Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
            
            
          • Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
            
            
          • Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
            
            
          • Holidays: Twelve paid holidays throughout the year
            
            Information regarding data privacy is available within the Udemy Careers Privacy Notice .
            
            At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits and equity.
            Hiring Compensation Range
            $78,000 — $98,000 USD