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Customer Support Associate

San Francisco, CA | Content & Support

Job Description

Customer Support Associate

ABOUT UDEMY

You can learn anything on Udemy.

Today, over 3,000,000 students in 190+ countries are taking online courses on Programming, Yoga, Design, Photography, Spanish, Marketing, Guitar, Finance, Cake Decorating, and so much more.

More than 16,000 courses (in 10 different languages!) have been published in our marketplace. Each course is designed and taught by an expert instructor and hundreds of new courses are published every month. So whether you want to get promoted, break into a new industry, start a company, or just further a passion, Udemy’s here to help you achieve your goals.

Founded in 2010, Udemy has raised a total of $48 million in venture capital and is headquartered in San Francisco, California.

POSITION DESCRIPTION

Everyone at Udemy shares a big vision - to help anyone learn anything, online. We're looking for a Support Associate who is equally passionate, smart and scrappy to join us on the Udemy Support team.

This entry level position sits on the front lines of our growing community of lifelong learners, and is laser focused on creating a supportive learning environment. You’ll need top class communications skills, with an innate ability to convey empathy in your writing.  You’ll also need a solid work ethic and mental fortuity, to answer a steady stream of inbound support questions.  You should also enjoy solving problems and communicating solutions to our product team, as you’ll often need to uncover the true nature of a bug and recommend a fix.  In the beginning, you’ll  take the time to understand the Udemy platform thoroughly so you can effectively communicate with customers and understand their issues. After learning the ropes, you’ll gain more responsibility and ownership over new initiatives designed to provide a more supportive experience for our users ("supportive" is one of our 3 core brand values!).

KEY RESPONSIBILITIES

  • Respond to and resolve support tickets from Udemy students quickly and professionally

  • Identify patterns of ongoing issues in the platform and devise potential solutions or responses

  • Communicate and resolve urgent bugs with the Engineering team

  • Work with the Support team to improve articles and resources for students to self-help

  • Willingness to experiment with new approaches to provide a supportive experience to our users.

REQUIREMENTS

  • Outstanding written communication skills via email

  • Superior project and time management skills; excellent attention to detail

  • Able to build trusted relationships with users

  • Ability to adapt quickly in a fast-paced, start-up environment

  • Experience with Desk.com a plus

  • Fluent in Spanish or German a plus

  • Love for teamwork and commitment to building a better product every day for our students

WORK STRUCTURE & COMPENSATION

Udemy is based in SOMA, San Francisco. Compensation includes full time base and equity and competitive benefits (including healthcare, commuter benefits, and an unlimited vacation policy.

Learn more about Udemy, our mission, culture, philosophies, and team.

UDEMY IN THE NEWS

Wall Street Journal - Udemy Raises $32M to Teach 'Lifelong Learners' Online, Around the World

Tech Crunch - Online Learning Marketplace Udemy Raises $32M To Scale Up Internationally

Xconomy - At Udemy, Online Education Meet the Marketplace

TNW - Udemy is now teaching over 1 million students as it adds localized support for 10 new languages

Slate - Udemy Instructor Earns Nearly Half a Million Dollars Teaching Online

Venturebeat - School’s out! Udemy nabs $12M to drive down the cost of higher ed

San Francisco Chronicle - Startups put new spin on online teaching

GigaOm - A new way to make six figures on the Web: Teaching

Mashable - Udemy Puts Ivy-League Profs on Your Desktop For Free

New York Times - Online Teaching Platform Udemy Raises

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