Senior Enterprise Customer Experience Specialist

About Us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

Hybrid work

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in the office at the nearest hub. Learn more about us on our company page.

Please apply with an English version of your CV.

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 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.

About this role 

In this role you 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 agents 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 agents, 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 data analysis and voice-of-customer 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

• 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: 

• 4+ years of proven experience resolving complex customer issues (Tier 2 or Tier 3) 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

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