The opportunity
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 pivotal moment of change.
What you'll do
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.
Proposing and driving operational improvement projects from planning through: implementation, monitoring, and reporting outcomes.
What they're looking for
- 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.
- 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.
