At Udemy, we're on a mission to improve lives through the power of learning. We're a leading global learning company and one of the world's largest education platforms, with more than 59 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.

Talented people are everywhere, and the right opportunity can be hard to come by. That's why we're focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and the US. Learn more on our company page.

About you

You're a connector who puts people first and values the lasting partnerships you'll build. You're an active listener who cares about the stories people share and are energized by communication and collaboration. You love learning new things and are known for bringing innovative perspectives and questions to the table. You're deadline and results-driven, passionate about creating new processes, systems, and best practices that help your internal partners do their best work.

About this role

At Udemy, trust is the cornerstone of our success, and as a marketplace, we take pride in being a fair platform. To uphold this trust among our students and instructors, we believe in having clear and reasonable rules and enforcing them consistently. As a Trust & Safety Associate, you will play a critical role in handling the toughest and most sensitive cases. Your responsibility will be to enforce our policies consistently and effectively communicate the reasoning behind our decisions. You will possess an in-depth understanding of our marketplace policies, their enforcement, and the nuances within gray areas, which will be invaluable in assisting our contract team with challenging decisions to ensure judgment and enforcement consistency. Furthermore, you'll collaborate closely with the Legal and Business teams to develop appropriate messaging for sensitive cases and facilitate the customer side of any resolution.

What you'll be doing:

• Work to effectively resolve sensitive policy violations escalated to you by remote agents or other members of the Udemy team.
• Work on response coordination, evidence gathering, and thorough investigations pertaining to policy violations on the Udemy platform.
• Identify policies that need more clarity and collaborate with the team to drive process improvements that support the team's goals on first response time and resolution time.
• Develop customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.
• Take responsibility for day-to-day management, resource planning, and work allocation to remote agents to meet agreed service levels.
• Ensure tracking and monitoring of performance of service delivery through all channels, analyze metrics and reports, and proactively resolve any arising issues.
• Draft and maintain policies, standards, and procedures for the remote agents.

What you'll have:

• Possess 2+ years of experience in a Trust & Safety, Policy Making or a Risk Management role with focus on user-generated content.
• Demonstrate exceptional verbal and written communication skills, with the ability to synthesize complex situations and tailor messaging for diverse audiences.
• Show a strong sense of customer empathy and the capability to understand all perspectives in a situation while responding with a human touch, while also managing scalability.
• Exhibit conviction and an open-minded approach, striking a balance between strong moral values and adaptable decision-making based on continuous learning.
• Be self-motivated and an excellent team player, willing to go beyond your designated role to contribute to the team's overall success.

By emphasizing the importance of trust, consistency, and effective communication, we aim to build a safer and more reliable learning environment for all our users. As a Trust & Safety Associate, you will play a vital part in achieving this mission, while also contributing to the continuous improvement of our policies and processes.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We're invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we're a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we're better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You'll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it's our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We're committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You've got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy "starts with U" and is grounded in mission-driven benefits that intentionally align with our core values. Here's a sneak peek at just a few highlighted benefits if you're a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week "ease-back" program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

Would you like to learn more about Udemy? Here are a few resources:

How Udemy Started [video]

Investor Overview

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits and equity.

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