Senior Customer Experience Analyst, Udemy Business

Coursera and Udemy are now one company, creating one of the world’s most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivot moment of change. Read more about the combined company by visiting our blog. About Udemy Udemy is an AI-powered skills acceleration platform transforming how companies and individuals across the world build the capabilities needed to thrive in a rapidly evolving workplace. By combining on-demand, multi-language content with real-time innovation, Udemy delivers personalized experiences that empower organizations to scale workforce development and help individuals build the technical, business, and soft skills most relevant to their careers. Today, thousands of companies, including Samsung SDS America, On24, Tata Consultancy Services, The World Bank, and Volkswagen, rely on Udemy Business for its enterprise solutions to build agile, future-ready teams. Udemy is headquartered in San Francisco, with hubs across the United States, Australia, India, Ireland, Mexico, and Türkiye. Udemy recently combined with Coursera to create one of the world’s most comprehensive skills development platforms. 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! In addition to a base salary, this role is also eligible for equity. Hiring Compensation Range $440,000 — $550,000 MXN Why work here? You’ll grow here. Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you. AI is real here. We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways. You’ll own your work. We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact. You’ll build with others. We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction. You’ll see your impact. What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs? Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together. Our Benefits Start with U Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. At Udemy, benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies. 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 understand that not everyone will match each of the 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! Information regarding data privacy is available within the Udemy Careers Privacy Notice. #J-18808-Ljbffr