What are the responsibilities and job description for the Senior Customer Experience Analyst position at BEDI Partnerships?
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.
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.
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 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
- 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
What you'll have
About your skills
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 :
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 :
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
Salary : $78,000 - $98,000
