54
companies
1,316
Jobs
\n \n Udemy Senior Manager of Premium Customer Experience\n \n \n \n \n \n \n\n\n \n \n\n\n\n\n\n\n\n\n\n\n\n
\n
\n
\n
\n
\"Udemy
\n
\n

Senior Manager of Premium Customer Experience

\n
Denver, CO
\n\n
\n
\n
\n
\n
\n

About us

\n

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 59 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

\n

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.

\n

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in the office at the nearest hub. Learn more about us on our company page.

\n

About you 

\n

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.

\n

About this role 

\n

Udemy’s Senior Manager of Premium Customer Support will lead a global team of Customer Support experts tasked with delivering support to our Enterprise Learners, Enterprise Administrators and Instructor Partners. You'll ensure that our support efforts scale globally to a user base that is learning and teaching in 50 languages across 190 countries around the world, you’ll be involved in major initiatives ranging from fine-tuning our procedures for business process improvement to the automation of our support efforts & building out new channels for support, and you will lead our global team of Premium Support professionals. 

\n

You’ll work closely with leaders across Customer Success, Support Operations, Trust & Safety, Product and Engineering, and you’ll enhance the experience of the customer as we deliver best-in-class support.

\n

If you’re a seasoned B2B customer service veteran that can balance empathy and efficiency, build both systems and skilled teams, and you’re hungry to own a critical piece of a global, growing business, then this job is for you.

\n

What you'll be doing: 

\n
    \n
  • Steer and scale a world class support team within the Global Customer Operations team that is prepared for the global stage (15 languages currently and just getting started), deliver a great customer experience (CSAT), and as efficiently as possible (cost per ticket)
  • \n
  • Establish and refine topline metrics in partnership with other support team leaders to monitor performance and success
  • \n
  • Be professionally curious and help architect a system to keep us operating at the forefront of B2B support technology, tackling complex and challenging problems
  • \n
  • Manage and grow a high performing team, including through 3rd party vendors, that will span the globe and is capable of moving fast and learning faster
  • \n
  • Identify and prioritize customer pain points that emerge from platform data or customer interactions, and work with the Strategic Programs team to feed them into the product development roadmap
  • \n
  • Develop relationships across every Udemy team (Product, Design, Engineering, Operations, Marketing, etc.) to design the premium customer experience and support those teams as needed.
  • \n
  • Help customers feel trust in the competence and helpfulness of Udemy’s support experience, as measured by CSAT 
  • \n
  • Define Premium standards for quality of response and handling.
  • \n
  • Ensure strong partnerships with remote teams (both BPOs and FTEs) through ongoing coaching and cultural alignment through regular travel to other office locations
  • \n
  • Own both the strategic roadmap and budget for Udemy’s Global Premium Customer Support team, defining a compelling vision for operational excellence and a data- and customer-informed path to getting there
  • \n
\n

What you’ll have:

\n
    \n
  • 5+ years of proven leadership experience in customer service, ideally operational ecommerce experience at either a startup or large consumer tech company 
  • \n
  • Experience leading a globally distributed team
  • \n
  • Strong preference for international (multiple languages and countries) consumer experience and B2B/SaaS experience
  • \n
  • Results- and metrics-driven, with a proven track record of building high-functioning, accountable teams that consistently deliver on KPIs within budget
  • \n
  • Highly strategic, with exceptional communication skills, and capable of building strong collaboration with internal cross-functional stakeholders as well as external vendors
  • \n
  • Ability to balance data-driven decision-making and communications with a strong customer empathy
  • \n
  • Ability to translate broader company visions, policies, or priorities into support strategy
  • \n
  • Creative, resourceful, detail-oriented, and highly organized
  • \n
  • A passion for online learning, and a desire create opportunities that will change lives through teaching and learning globally
  • \n
\n

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!

\n

Life at Udemy 

\n

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:

\n
    \n
  • \n

    We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

    \n
  • \n
  • \n

    Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

    \n
  • \n
  • \n

    Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

    \n
  • \n
  • \n

    We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

    \n
  • \n
\n

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?

\n

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.

\n

Our Benefits Start With U

\n

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:

\n
    \n
  • \n

    Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

    \n
  • \n
  • \n

    HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

    \n
  • \n
  • \n

    Transgender Benefits: Expanded medical coverage for gender-affirming care

    \n
  • \n
  • \n

    Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

    \n
  • \n
  • \n

    Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

    \n
  • \n
  • \n

    Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

    \n
  • \n
  • \n

    Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

    \n
  • \n
  • \n

    Charitable Giving: Corporate charitable match for eligible nonprofits and charities

    \n
  • \n
  • \n

    Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

    \n
  • \n
  • \n

    Holidays: Twelve paid holidays throughout the year

    \n
  • \n
\n

Would you like to learn more about Udemy? Here are a few resources:

\n

How Udemy Started [video]

\n

Investor Overview

\n

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

\n
\n
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, equity and a bonus. 
\n
Hiring Compensation Range
\n
\n$126,000$160,000 USD\n
\n
\n
\n
\n
\n
\"Made
\n\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
Embed clip
\n
\n
\n
\n
\n
\n
\n
\n\"Greg\n
\n
\n
\n\"Greg\n
\n
\n
\n
Greg Brown
\n
CEO
\n
\n
\n\"Made
\n\n
\n
\n
\n
\n
\n
\n
Meet Greg
\n
0:09
\n\n
\n
\n
Why did you join Udemy?
\n
0:49
\n\n
\n
\n
What makes a great teammate at Udemy?
\n
0:35
\n\n
\n
\n
Career advice to your younger self?
\n
0:42
\n\n
\n
\n
What do you like to do outside of work?
\n
0:44
\n\n
\n
\n
Describe the culture at Udemy?
\n
0:30
\n\n
\n
\n
Lightning Round
\n
0:12
\n\n
\n
\n
\n
\n\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n\"Greg\n
\n
\n
\n\"Greg\n
\n
\n
\n
Greg Brown
\n
CEO
\n
\n
\n\n
\n
\n
\n
\n
\n
Meet Greg
\n
0:09
\n\n
\n
\n
Why did you join Udemy?
\n
0:49
\n\n
\n
\n
What makes a great teammate at Udemy?
\n
0:35
\n\n
\n
\n
\n
\n
\n
\n
\n
\n
\n
\n\n","datePosted":"2023-09-30T15:08:18.179Z","employmentType":[],"hiringOrganization":{"@type":"Organization","name":"Udemy","sameAs":"https://udemy.com","logo":"https://cdn.filestackcontent.com/oWj5CjERke3aV76DGCSA"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver, CO, USA"}}}

Senior Manager of Premium Customer Experience

Udemy

Udemy

Customer Service
Denver, CO, USA
Posted on Saturday, September 30, 2023

Senior Manager of Premium Customer Experience

Denver, CO

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 59 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.

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in the office at the nearest hub. Learn more about us on our company page.

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 

Udemy’s Senior Manager of Premium Customer Support will lead a global team of Customer Support experts tasked with delivering support to our Enterprise Learners, Enterprise Administrators and Instructor Partners. You'll ensure that our support efforts scale globally to a user base that is learning and teaching in 50 languages across 190 countries around the world, you’ll be involved in major initiatives ranging from fine-tuning our procedures for business process improvement to the automation of our support efforts & building out new channels for support, and you will lead our global team of Premium Support professionals. 

You’ll work closely with leaders across Customer Success, Support Operations, Trust & Safety, Product and Engineering, and you’ll enhance the experience of the customer as we deliver best-in-class support.

If you’re a seasoned B2B customer service veteran that can balance empathy and efficiency, build both systems and skilled teams, and you’re hungry to own a critical piece of a global, growing business, then this job is for you.

What you'll be doing: 

  • Steer and scale a world class support team within the Global Customer Operations team that is prepared for the global stage (15 languages currently and just getting started), deliver a great customer experience (CSAT), and as efficiently as possible (cost per ticket)
  • Establish and refine topline metrics in partnership with other support team leaders to monitor performance and success
  • Be professionally curious and help architect a system to keep us operating at the forefront of B2B support technology, tackling complex and challenging problems
  • Manage and grow a high performing team, including through 3rd party vendors, that will span the globe and is capable of moving fast and learning faster
  • Identify and prioritize customer pain points that emerge from platform data or customer interactions, and work with the Strategic Programs team to feed them into the product development roadmap
  • Develop relationships across every Udemy team (Product, Design, Engineering, Operations, Marketing, etc.) to design the premium customer experience and support those teams as needed.
  • Help customers feel trust in the competence and helpfulness of Udemy’s support experience, as measured by CSAT 
  • Define Premium standards for quality of response and handling.
  • Ensure strong partnerships with remote teams (both BPOs and FTEs) through ongoing coaching and cultural alignment through regular travel to other office locations
  • Own both the strategic roadmap and budget for Udemy’s Global Premium Customer Support team, defining a compelling vision for operational excellence and a data- and customer-informed path to getting there

What you’ll have:

  • 5+ years of proven leadership experience in customer service, ideally operational ecommerce experience at either a startup or large consumer tech company 
  • Experience leading a globally distributed team
  • Strong preference for international (multiple languages and countries) consumer experience and B2B/SaaS experience
  • Results- and metrics-driven, with a proven track record of building high-functioning, accountable teams that consistently deliver on KPIs within budget
  • Highly strategic, with exceptional communication skills, and capable of building strong collaboration with internal cross-functional stakeholders as well as external vendors
  • Ability to balance data-driven decision-making and communications with a strong customer empathy
  • Ability to translate broader company visions, policies, or priorities into support strategy
  • Creative, resourceful, detail-oriented, and highly organized
  • A passion for online learning, and a desire create opportunities that will change lives through teaching and learning globally

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:

  • We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

  • Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

  • Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

  • We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

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:

  • Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

  • HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

  • Transgender Benefits: Expanded medical coverage for gender-affirming care

  • Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

  • Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

  • Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

  • Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

  • Charitable Giving: Corporate charitable match for eligible nonprofits and charities

  • Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

  • Holidays: Twelve paid holidays throughout the year

Would you like to learn more about Udemy? Here are a few resources:

How Udemy Started [video]

Investor Overview

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, equity and a bonus. 
Hiring Compensation Range
$126,000$160,000 USD
Embed clip
Greg  Brown headshot
Greg  Brown headshot
Greg Brown
CEO
Made with Puck
Meet Greg
0:09
Why did you join Udemy?
0:49
What makes a great teammate at Udemy?
0:35
Career advice to your younger self?
0:42
What do you like to do outside of work?
0:44
Describe the culture at Udemy?
0:30
Lightning Round
0:12
Greg  Brown headshot
Greg  Brown headshot
Greg Brown
CEO
Meet Greg
0:09
Why did you join Udemy?
0:49
What makes a great teammate at Udemy?
0:35