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Technical CRM Analyst






San Francisco, CA, US


This data driven and hands on technical role offers you the opportunity to make an impact by supporting the Global Customer Operations Team with all the data analytics needs as well as maintain Tools like Zendesk including Live Chat, Answer Bot, Unbabel, Knowledge Base, IVR systems,Chatbots to provide outstanding customer service to Udemy customers Globally.  
You will provide reporting and actionable analysis to support operations and drive constant improvement in our customer experience related to Tools and Analytics used to support the business with technical hands on expertise.  You will work with a variety of internal and external groups, enabling you to expand your knowledge and experience, and gain broad exposure to our organization.  We are both customer focused and data driven, so your input will be highly valued.  
We’re looking for someone who loves numbers, loves business, loves technical Tools implementation and loves mixing all three to make a positive impact on our customers’ experience and the bottom line. You will interact with a wide-range of people in a very fast paced environment where constant change is the norm. 

Here’s what you’ll be doing:

    • Interpreting Global Customer Operations metrics
    • Managing data and Tools that drives our customer Operations framework including Case Management, Knowledge base , Chat, Chatbots and IVR platforms to support growth
    • Providing reporting on customer satisfaction and Global Operational metrics
    • Using data to identify trends and issues that provide opportunities for improvements in customer Operations 
    • Providing ad-hoc actionable analysis to the customer Operations team and others in the company to help them understand our customers
    • Working with content management team to support deflection objectives using the Knowledge Base system
    • Spotting trends in our data and provide clear reporting on Global Customer Operations performance supporting the growing business globally. 
    • Implementing new Tools or improve existing tools to help with automation to optimize global operations and constantly improve customer experience. 
    • Building dashboards for metrics using Value based design across various dimensions to help analyze data trends for optimizing the global Operations supporting the business growth. 

We’re excited about you because you have:

    • At least two years of data analysis and Tools implementation experience in customer service and / or global customer operations
    • Extensive knowledge of Zendesk specifically working with 3rd party app integrations (like Salesforce, Jira, Conditionals Fields, and Intercom) 
    • Understanding technical changes and requests for Zendesk from various teams and making sure how to prioritize them in a timely manner
    • Hands on technical skills related to CRM, Knowledge Base, analytics, Chatbots, Chat, UnBabel
    • A demonstrated ability to effectively communicate analytical findings to others
    • A high degree of comfort with large amounts of data
    • Strong computer proficiency, including (Javascript functionality for Front-End development of the Help Center, SQL & experience implementing and maintaining Knowledge Base system to support ongoing deflection objectives)
    • The ability to think on your feet and answer questions in a timely manner
    • Ability to understand and translate business requirements into Tools changes or Data reports as the case may be
    • Project management is desirable not required
    • The ability to achieve goals independently as well as to contribute effectively to teams
    • A proactive approach and willingness to dig into data and Tools technical implementation details
    • A strong sense of autonomy and ownership
    • High energy and the ability to thrive in a fast-paced environment
We believe anyone can build the life they imagine through online learning. Today, more than 30 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil). Compensation includes full-time salary, equity compensation plan, and competitive benefits including healthcare, commuter benefits, paternity leave, and an unlimited vacation policy.
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