Senior Customer Experience Analyst, Udemy Business

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.

About this role

As a Senior Customer Experience Analyst, you will split your time between resolving complex or specialized customer escalations and driving individual or team projects across the following operational areas: vendor management, content/wiki management, operational readiness, operational excellence and process development, and data analysis and insights.

Because our frontline associates resolve the vast majority of customer requests, escalations by definition require critical thinking, thoughtfulness, and a gentle touch. That’s where you come in! Your work as the final level of support escalation will involve managing and prioritizing multiple requests at once, communicating with customers directly to gather information or share outcomes, offering assistance to our Tier 1 and Tier 2 support associates, and often coordinating on complex resolutions with cross-functional teams. On the project side, your end-to-end ownership will encompass planning and coordination through implementation, and the validation of impact or identification of additional follow-up work. You will become familiar with all aspects of our team’s operations, but we are particularly interested in candidates with a background and interest in content/wiki management or data analysis and insights.

This position offers an opportunity for professional growth through managing impactful projects and mentoring junior team members, and your contributions to larger organization-wide will give you exposure to a range of cross-functional teams including Customer Success, Internal Escalations, Product/Engineering, Tax, Revenue Operations, Legal, and more.

What you’ll be doing

Customer escalations

• Resolving sensitive and complex escalations with empathy, thoughtfulness, tact, sound judgment, clear communication, and minimal oversight.

• Identifying and escalating significant customer experience changes that affect our customers or business operations (e.g. outages or software failures, changes in sentiment, issue trends).

• Collaborating cross-functionally via Slack, Zoom, and in-person to gather information, summarize findings, and resolve issues.

• Providing guidance and coaching to our frontline support associates when they request assistance.

• Developing subject matter expertise on Udemy Business’s products, customers, support processes, and internal cross-functional partnerships.

Operational work

• Proposing and driving operational improvement projects from planning through implementation, monitoring, and reporting outcomes.

• Proactively communicating 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.

• Contributing 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: Service Cloud, 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!