Senior CX Analyst: Escalations, Data Insights & Ops Leader

Bedi Partnerships; Tlaquepaque; Hybrid; MXN 440,000 - 550,000; Full time

Job summary

Udemy is seeking a Senior Customer Experience Analyst to resolve complex escalations and drive projects across content/wiki management, operational readiness, and data analysis. You’ll collaborate with Customer Success, Product/Engineering, Tax, Revenue Operations, Legal, and more.

This role balances frontline escalation work with program ownership, offering growth through mentoring and exposure to organization-wide initiatives.

Qualifications

• Proven experience resolving complex customer issues with minimal oversight.
• Experience with cross-functional collaboration to resolve escalations.
• Ability to manage multiple projects from planning to implementation.
• Familiarity with content management and data-driven insights.

Responsibilities

• Customer escalations: resolve sensitive issues with empathy and judgment.
• Identify and escalate changes affecting customers or operations.
• Collaborate across teams via Slack, Zoom, and in-person to gather info and resolve issues.
• Coach frontline support and develop SMEs on products and processes.
• Lead end-to-end projects from planning to implementation and monitoring.

Skills

Complex issue resolution

Project & process management

Data-driven decisions

Strategic communication

Tools

Service Cloud

Zendesk

Jira

Confluence

Asana

Tableau

Salesforce

Stripe

Job description

Udemy is seeking a Senior Customer Experience Analyst to resolve complex escalations and drive projects across content/wiki management, operational readiness, and data analysis. You’ll collaborate with Customer Success, Product/Engineering, Tax, Revenue Operations, Legal, and more.

This role balances frontline escalation work with program ownership, offering growth through mentoring and exposure to organization-wide initiatives.