Trust & Safety Associate

This hybrid position requires two days per week in our Austin office.

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

• Process Improvement and Policy Development:
  • Identify policies requiring clarity and collaborate with the team to drive process improvements.
  • Develop and maintain customer-centric insights to inform policy and product decisions.
• Autonomous Project Prioritization:
  • Exercise autonomy in prioritizing projects with remote agent teams across global offices.
  • Investigate complicated cases related to Trust and Safety issues and ensure effective resolution.
• Cross-functional Collaboration:
  • Work closely with Legal, Product, and Engineering teams to assess risks and develop solutions to potential Trust and Safety concerns.
  • Coordinate with Customer Support and Content Moderation teams to ensure effective policy implementation and enforcement.
• Ticket Escalation Management:
  • Manage ticket escalations and case ticket queues across various work streams within the Trust and Safety domain.
  • Handle white glove, sensitive, and legally-oriented cases, collaborating with cross-functional teams such as Communications and Legal.
• Performance Tracking and Monitoring:
  • Implement tracking and monitoring systems for performance of service delivery through all ticketing channels.
  • Analyze trends in platform abuse, fraud, and other violations to inform policy improvements.
• Investigation and Response Coordination:
  • Conduct thorough investigations related to policy violations on the Udemy platform.
  • Coordinate responses, gather evidence, and ensure adherence to established protocols.
• Documentation Maintenance:
  • Draft and maintain Trust and Safety policies, standards, and procedures for remote agents.
  • Ensure ongoing adherence to established guidelines and procedures to ensure safety of users on the Udemy platform.

What you’ll have

• 3+ years of hands-on experience in Trust & Safety, Customer Service, Technical support, or Risk Management, specifically emphasizing on resolving user related issues.
• Proven track record in handling escalation email tickets and adept at the efficient management of service tickets.
• Possess foundational expertise in SQL and Microsoft Excel, enabling the execution of analyses ranging from simple to moderately complex tasks.
• Demonstrate proficiency in effectively managing agent quality and optimizing output in remote teams across diverse geographical locations.
• Exhibit exceptional verbal and written communication skills, emphasizing the ability to articulate complex situations with clarity.
• Possess the skill to tailor messaging appropriately for diverse audiences, ensuring effective and precise communication.

About your Skills

• Policy Understanding & Enforcement: In-depth knowledge of marketplace policies and enforcement procedures, especially in handling sensitive or gray-area cases.
• Communication Skills: Exceptional verbal and written communication abilities to articulate complex issues clearly, tailoring messaging for diverse audiences.
• Problem Solving & Analytical Skills: Strong investigation and analysis skills, including the ability to gather evidence, manage escalations, and develop data-informed decisions.
• Collaboration & Cross-functional Coordination: Ability to work closely with various teams (Legal, Product, Engineering, etc.) to develop solutions and ensure policy adherence.

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. 

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

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

• Holidays: Twelve paid holidays throughout the year

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