Senior Customer Experience Analyst, Udemy Business

📋 Description

• Resolve complex escalations with empathy and clear communication.
• Identify major CX changes affecting operations.
• Collaborate cross-functionally via Slack, Zoom, and in-person.
• Coach frontline support to share best practices.
• Develop expertise on Udemy Business products and processes.
• Own projects from planning to implementation and review.

🎯 Requirements

• Senior experience resolving complex customer escalations.
• Track record improving CX via process changes.
• Balance independence with collaboration and accountability.
• Strong cross-functional communication and collaboration.
• Nice to have: Service Cloud, Zendesk, Jira, Confluence.
• Nice to have: Asana, Tableau, Salesforce, Stripe.
• Experience with data analysis and prompt engineering.

🎁 Benefits

• Learning is part of the job with Udemy courses.
• Monthly UDay and personal development budget.
• Hybrid work model with flexible collaboration.
• Ownership and autonomy to drive impact.
• Collaborate with diverse teams across functions.
• Diversity and inclusion commitment.