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 pivotal 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 assistanc…