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Content Specialist

Dublin, Ireland

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 our Dublin office. Learn more about us on our company page.

About you 

You’re someone who also understands and believes in the transformational power of learning, and wants to be part of a dedicated team that’s committed to providing the best experience for our learners and business partners.

About this role

As a Content Specialist, you will be part of the Global Customer Operations (GCO) department and the GCO Content team, which helps write, optimize, and manage external-facing content for our help centers, virtual assistants, support agents, and other support tools.  

As part of the GCO team, you will be working in a collaborative and often high-paced work environment, as we strive to quickly and comprehensively resolve customer issues and enhance their Udemy experience. 

About your Skills

  • Writing and editing: You can communicate clearly and concisely in writing and are highly skilled at assessing whether content is correctly and effectively written.

  • Research and analysis: You have developed research and analytical skills to effectively locate and assess key information contained in resources and product documentation. You are adept at analyzing customer feedback and data to identify content gaps or areas for improvement.

  • Collaboration and communication: You are skilled at working with other teams such as Product, Marketing, and Legal to ensure content is accurate and aligned with brand messaging. 

  • Technical proficiency: You have a keen understanding of tools and platforms used in customer support and content management (i.e. Zendesk, Jira, Google Docs Editors) to efficiently manage and update content, including virtual assistants and GenAI tools. 

 

What you'll be doing:

  • Acquiring a comprehensive knowledge of our partners, platform, products, and knowledge base to help inform content creation and optimizations.

  • Working with applicable teams, stakeholders, and subject matter experts to create or optimize help center articles, virtual assistant messaging, agent responses, and other support content.

  • Conducting research and metrics analysis to gain in-depth knowledge of content performance, user feedback, and issues to help identify applicable content needs

  • Assisting with administrative projects related to knowledge base auditing and management

  • Assisting with reviewing and training virtual assistant and GPT answers

What you’ll have

  • 3+ years of experience writing and managing self-service-focused articles or materials (or equivalent experience) for various online audiences

  • Experience collaborating with multiple teams (Support, Legal, Product, Marketing, etc.) to plan and create content as part of an overarching strategy

  • Experience with Zendesk or other customer management systems (CMS)

  • Experience working with content and publishing tools like WordPress, Google Docs, Microsoft Word, etc.

  • Technical troubleshooting and writing experience

  • Experience utilizing search engine optimization (SEO) techniques

  • The ability to work on multiple projects and to adapt to high-paced work environments when urgency is required

  • Samples of work demonstrating experience creating effective, self-serve content 

#LI-SM5

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To support our inclusive recruiting process and for reporting purposes, we welcome you to participate in the self-identification survey. This survey is confidential, voluntary and anonymous. 

We believe everyone has something special to give – their authenticity, empathy, unique backgrounds. At Udemy, we make a promise to each other to respect that and be kind. And because we believe the best ideas are born as a result of people from all walks of life coming together, we work hard to create an inclusive space for all.

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