Udacity jobs - Social Support Specialist

Our mission is to train the world's workforce in the careers of the future. We're an immersive online learning platform offering practitioner-level education in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. We're backed by some of the best-known investors — Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital to name a few.

Focused on self-empowerment through online and blended learning, Udacity is making innovative technologies such as self-driving cars available to a global community of aspiring technologists, while also enabling learners at all levels to skill up with essentials like programming, web and app development.

At Udacity, the Student Experience Operations team is deployed to provide world class customer experience to our student base. We are looking for a Social Support Specialist to help learners find resolutions to their problems in a timely manner through social media.

This is a chance to affect thousands of students around the world who come to Udacity to improve their lives.

Your Responsibilities

• You will work within our Student Experience Operations team and be a key stakeholder in our Social Support Program
• You will develop robust, integrated social media strategies to provide proactive support through social media
• Ability to promptly resolve learner issues and provide a delightful customer experience
• Measuring and reporting performance of social care campaigns (ROI, KPIs)
• Utilizing strong analytical ability to evaluate support tickets and user search behaviour to enhance social media content calendar
• Work in a test and learn environment that allows the team to constantly find new ways to unblock learners
• Stay up-to-date on social customer service best practices and industry trends
• Create and maintain workflows to escalate social media posts to Udacity Support helpdesk

What we value

• 3+ years of experience as a Social Media Specialist or similar role
• You are familiar with social media management softwares, especially Sprout Social
• Strong understanding latest trends across social media channels
• Attention to detail, time management skills and exceptional initiative & follow up skills
• You have deep customer empathy
• You have excellent written and verbal English grammar and language skills

Preferred Experience

• You are familiar with Web Analytics (Google Analytics, Amplitude)
• You are familiar with Zendesk
• Basic understanding of SEO
• Ability to create designs using Sketch, Figma, Adobe Illustrator
• Industry experience in EdTech

You will receive

• An amazing team to support your success and growth on the Udacity Student Experience Operations Team
• A competitive base salary
• Top-end bonus structure that rewards you for meeting and exceeding goals
• Pre-IPO stock options