ABOUT UDEMY

Udemy is the world’s largest education platform with more than 30 million monthly visitors. Through our Consumer and Enterprise businesses, Udemy creates new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world. The Udemy consumer marketplace offers thousands of up-to-date courses in dozens of languages and provides the tools learners and instructors need to achieve their goals and reach their full potential. For companies, Udemy Business (UB) offers an employee training and development platform with subscription access to thousands of courses, learning analytics, as well as the ability to host and distribute their own content. Our enterprise platform is among the fastest growing SaaS businesses in the world. UB has more than 10,000 customers and serves the majority of the Fortune 100.

WE ARE PROUD TO BE RECOGNIZED FOR OUR WORLD CLASS EMPLOYEE EXPERIENCE:

• Business Insider SF: Best Places to Work Bay Area

• Built In Colorado: Best Places to Work

• Best Workplaces (Great Place to Work List): #1 in Turkey

• Certified Best Place to Work: Dublin

• Fortune: Change the World Company

Udemy is headquartered in San Francisco with hubs in Ankara, Turkey; Austin, Texas; Boston, Massachusetts; Mountain View, California; Denver, Colorado; Dublin, Ireland; Melbourne, Australia; New Delhi, India; and Sao Paulo, Brazil.

VACCINE MANDATE (US ONLY)

Udemy is committed to keeping its employees, clients, and communities safe. Accordingly, we require all U.S. employees to be fully vaccinated against COVID-19 if their work requires them to come into a Udemy office or come into close contact with others. If you are unable to get vaccinated due to a medical condition, disability, sincerely-held religious belief, or as otherwise required by applicable law, we will consider requests for accommodation.

ROLE SUMMARY:

As a Content Specialist, you will be part of the Global Customer Operations (GCO) department and the Ops Content team, which helps write, optimize and manage external-facing content for our help centers , support agents, and other support tools.

More specifically, you will be responsible for writing, editing, and enhancing content that drives self-service in our help centers and helps foster a high-quality, user experience. We are looking for an experienced writer, with strong analytical, communication, and research skills, who is passionate about answering questions and solving issues customers encounter through an effective content strategy.

In addition, you will also need a strong work ethic and the ability to work independently on a consistent basis, as you review materials and resources for new products or programs, and analyze metrics and feedback stemming from our existing knowledge base.

We’re also looking for someone who loves being part of a dedicated team, enjoys helping teammates, and has a deep commitment to providing the best experience for our learners and business partners.

In the early stages after joining us, you will take time to learn more about the Udemy and Udemy Business platforms, and the content strategy we employ, so you can effectively collaborate on content projects and knowledge base optimizations. Eventually, once you have gained more experience in your role, you will also be tasked with helping identify issues and gaps in our knowledge base and driving the corresponding, content optimizations.

HERE’S WHAT YOU’LL BE DOING:

• Acquiring a comprehensive knowledge of our partners, platform, products, and knowledge base to help inform content creation and optimizations

• Collaborating with applicable teams, stakeholders,and subject matter experts to create or optimize help center articles, agent responses and other support content

• Conducting research and metrics analysis to gain in-depth knowledge of content performance, user feedback, and issues to help identify applicable content needs

• Assisting with administrative projects related to knowledge base auditing and management

• Helping identify new internal processes and strategies to improve our knowledge management practices

WE’RE EXCITED ABOUT YOU AS A CANDIDATE BECAUSE YOU HAVE:

• 2 - 3 years of experience writing and managing self-service focused articles or materials (or equivalent experience) for various online audiences

• Experience collaborating with multiple teams (Support, Legal, Product, Marketing, etc.) to plan and create content as part of an overarching strategy

• Experience with Zendesk or other customer management systems (CMS)

• Experience working with content and publishing tools like WordPress, Google Docs, Microsoft Word, etc.

• Technical troubleshooting and writing experience

• Experience utilizing search engine optimization (SEO) techniques

• The ability to build trusted relationships with your team and other stakeholders

• The ability to work on multiple projects and to adapt to high-paced work environments when urgency is required

• A passion for building and improving scalable processes

• Samples of work demonstrating experience creating effective, self-serve content

NICE TO HAVE:

• Familiarity or experience in EdTech

• Familiarity with HTML

• Familiarity with Google Analytics

• Experience working with SaaS tools (Asana, Slack, etc.)

• Experience working with chatbots/help widgets

• Experience working with translated content and translation vendors

• Experience working with remote teams

Udemy is the leading global marketplace for learning and teaching online, where more than 50 million students learn from over 175,000 courses taught by expert instructors in 75+ languages. Whether learning for professional development or personal enrichment, students can master new skills through self-paced, on-demand courses.