Senior CX Analyst: Escalations, Projects & Insights
Udemy
Una candidatura hecha para este puesto de trabajo: un currículum y una carta de presentación adaptados que responden directamente a la oferta.
Ventajas ofrecidas por este puesto de trabajo
Descripción de la vacante
Udemy is seeking a Senior Customer Experience Analyst in Mexico City to resolve complex customer escalations and drive strategic projects across vendor management, content/wiki management, and data insights. You will mentor junior teammates, collaborate with Customer Success, Product/Engineering, and Revenue Operations, and help shape cross-functional initiatives.
The role emphasizes data-driven decisions, process optimization, and strong communication across teams in a hybrid work environment,
Formación
- Proven experience resolving complex customer issues with minimal oversight.
- Track record of improving customer experience through process changes.
- Ability to balance autonomy with teamwork and accountability.
- Familiarity with common support systems is a plus.
Responsabilidades
- Resolve complex escalations with empathy and sound judgment.
- Identify and escalate customer experience changes affecting operations.
- Collaborate cross-functionally to gather information and resolve issues.
- Coach frontline staff and develop subject matter expertise.
- Lead end-to-end operational projects from planning to outcomes.
Conocimientos
Herramientas
Descripción del empleo
Udemy is seeking a Senior Customer Experience Analyst in Mexico City to resolve complex customer escalations and drive strategic projects across vendor management, content/wiki management, and data insights. You will mentor junior teammates, collaborate with Customer Success, Product/Engineering, and Revenue Operations, and help shape cross-functional initiatives.
The role emphasizes data-driven decisions, process optimization, and strong communication across teams in a hybrid work environment,
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