Support Documentation and Training Specialist at Udemy

Udemy

Denver, CO·2d ago

Mid LevelFull-timeRustAWSAI

Salary Range

$72,250 - $97,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Support Training and Documentation Specialist to join our Global Customer Operations team at Udemy. This role focuses on creating and maintaining documentation and training materials that drive operational excellence in our customer support operations.

Key Responsibilities

→Conduct a comprehensive audit of existing support documentation to identify gaps and inefficiencies
→Redesign and implement a documentation structure that enables support agents to quickly find accurate information
→Create, update, and maintain process documentation, knowledge base articles, workflow guides, and quick reference materials
→Develop comprehensive training materials for BPO partners to onboard agents and improve performance
→Lead documentation and training readiness for new product launches and process changes
→Partner with BPO leads and internal stakeholders to identify performance gaps and improve agent efficiency
→Establish governance processes to ensure documentation remains current and accurate
→Use data and feedback to prioritize documentation and training improvements

Requirements

✓4+ years of experience in documentation management, instructional design, or similar roles
✓Demonstrated experience auditing and restructuring large-scale documentation repositories
✓Proven ability to create clear, concise documentation and training materials
✓Experience working with BPO or vendor partners
✓Strong understanding of customer operations metrics
✓Strong project management capabilities
✓Excellent collaboration skills and comfort working cross-functionally
✓Experience with CRM platforms such as Salesforce Service Cloud or Zendesk
✓Analytical mindset with the ability to use data to improve documentation effectiveness