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udemy

udemy

udemy

The world's largest destination for online courses.

Professional

Location:
SOMA, San Francisco, United States

Posted:
14 Aug 2013

Deadline:
Opportunity has expired

Salary details:
This is a full-time 4 month contract with a $3,000 per month stipend and an opportunity to roll into a full-time position depending on performance & fit.

Employer tags:
Industry:
Tech
Education
Esc Factor:
Entrepreneurial Work
Exotic Location
Exciting Brand

Community Associate

Community gurus needed to play a key role in democratising education

SOMA, San Francisco, United States

Applicants are required to hold the relevant Visas/Work Permits

Salary details:
This is a full-time 4 month contract with a $3,000 per month stipend and an opportunity to roll into a full-time position depending on performance & fit.

Job Type:
Internship
Part-time
Full-time
Level:
Mid Level
Escape Factors:
Entrepreneurial Work
Exotic Location
Exciting Brand
Function:
Community Manager
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Udemy helps students make moves. Whether you want to get promoted, break into a new industry, start a company, further a passion, or just accelerate your life, Udemy helps you learn from the amazing instructors in the world, so that you can get there and get there faster. 

Our team recruits the world's top experts, including New York Times best-selling authors, CEOs, celebrities, and Ivy League professors. These expert instructors have taught nearly 1 million students on Udemy, helping them learn everything from programming to design to photography and more. 

Founded in 2010, Udemy has raised a total of $16 million in VC funding from Insight Venture Partners, Lightbank, MHS Capital, 500 Startups and other investors who previously foresaw the internet giants YouTube, LinkedIn, Twitter, Groupon and Yelp. Udemy is headquartered in San Francisco, California. 

POSITION DESCRIPTION 

We're a small team with a big vision - to democratize education. For us, that means two things: 
1) Enabling the top experts in the world to teach any student, anywhere, and
2) Radically lowering the price point of a top quality education. 

We're looking for folks who are incredibly hungry, passionate, smart, fun, scrappy (we could go on :-)) to help us achieve that vision. 

This position will be focused on two things: 1) managing our customer service channel for instructors, and 2) coordinating our quality control process for new content. 

You’ll need to be very processed oriented as you track and help us give feedback to the thousands of instructors on our platform. But you will also need amazing soft skills as you build close relationships with those same instructors, helping them solve problems related to course production, course quality, technical bugs, and more. 

You’ll be 1 person on a 7 person content team with a massive opportunity to increase the number of instructors published on Udemy and the success of each instructor. Are you ready to start communicating with some of the top teachers & experts in the world? Get excited :-). 

Key responsibilities: 
  • Develop and define Udemy’s customer service strategy and goals for instructors
  • Manage the customer service process end-to-end, including: goal setting, strategy, tracking of tickets, resolution & direct correspondence with instructors, creation of educational materials, optimization of the process, and development of product / UX insights to improve the instructor experience
  • Monitor the Udemy quality control process in conjunction with 1-2 additional Udemy team members; review course feedback provided by team members and correspond directly with instructors to share feedback and improve course quality
  • Maintain high levels of service & satisfaction with a goal of keeping our Net Promoter Score for instructors above 60.
  • Monitor the customer service & quality control practices of other startups & brands; poach best-practices and creative techniques
 The ideal candidate has: 
  • 0-2+ years of community and/or customer service experience at a consumer internet startup
  • A proven track record managing business processes and tracking problem resolution amongst disparate customers
  • Excellent copywriting skills
  • Superb written communication with a very real, empathetic and personable tone
  • Exceptional project management skills and strong attention to detail
  • A strong disposition for data-driven decision making; ability to write SQL queries (or desire to learn... we can teach you :-))
  • A basic understanding of HTML and CSS (or again, desire to learn)
  • Experience with uservoice, zendesk, or other customer service software
  • A passion for online education and consumer internet products
  • A basic knowledge of Photoshop or another image editing software (or again, a desire to learn)
  • A team-oriented mindset and the ability to work with a wide range of individuals
This opportunity has expired
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