Remote Client Services Manager at Udemy

Company Overview:
Udemy is a leading online learning platform that offers a wide range of courses to help individuals upskill and grow professionally. With a strong commitment to remote work, Udemy fosters a culture of flexibility and inclusivity, allowing employees to work from anywhere in the USA. Our distributed team thrives on collaboration, innovation, and continuous learning.

Position Summary:
As a Remote Client Services Manager at Udemy, you will play a key role in ensuring exceptional customer support experiences for our users. You will lead a team of client services representatives, oversee client interactions, and drive initiatives to enhance customer satisfaction. This fully remote position offers a unique opportunity to make a significant impact in the remote customer support industry.

Key Responsibilities:
- Manage and mentor a team of client services representatives to deliver high-quality support to Udemy users.
- Develop and implement strategies to optimize customer service processes and improve customer satisfaction metrics.
- Collaborate cross-functionally with other teams to address customer needs and resolve complex issues promptly.
- Analyze customer feedback and data to identify trends, recommend improvements, and drive product enhancements.
- Ensure timely resolution of customer inquiries, escalations, and complaints to maintain a positive user experience.

Required Qualifications:
- 3+ years of experience in client services or customer support management.
- Proven track record of leading high-performing teams and achieving customer service goals.
- Excellent communication skills and the ability to empathize with customers in diverse situations.
- Strong problem-solving skills and a customer-centric mindset.
- Proficiency in remote work tools and technologies to facilitate virtual team collaboration.
- Self-motivated with the ability to work independently and prioritize tasks effectively in a remote setting.

Technical Requirements:
- Dedicated home office setup with a quiet workspace conducive to remote work.
- Reliable high-speed internet connection to support virtual meetings and online collaboration.
- Ability to work flexible hours to accommodate team meetings across different time zones.
- Proficiency in using communication tools such as Slack, Zoom, and Google Workspace for remote team collaboration.

Desired Skills:
- Experience with CRM systems or customer support platforms.
- Knowledge of e-learning industry trends and best practices.
- Certification in customer service or related field.
- Multilingual proficiency to support customers from diverse backgrounds.

Compensation & Benefits:
- Competitive annual salary range of $70,000 - $90,000, commensurate with experience.
- Home office stipend or equipment provided to support remote work setup.
- Flexible working hours with consideration for time zone differences.
- Comprehensive health benefits package, including medical, dental, and vision coverage.
- Virtual onboarding process and ongoing training opportunities.
- Virtual team building activities and regular communication to foster a connected remote team culture.

How to Apply:
To apply for the Remote Client Services Manager position at Udemy, please submit your resume and a cover letter highlighting your relevant experience and qualifications. We look forward to reviewing your application and exploring the possibility of you joining our dynamic remote team.

Thank you for your interest in Udemy!