Udemy · 18 hours ago
Support Documentation and Training Specialist
Austin, TX
Full-time
Hybrid
Mid Level
$87K/yr - $109K/yr
4+ years expUdemy is an AI-powered skills acceleration platform built to help people and teams grow. As a Support Training and Documentation Specialist, you will drive operational excellence by creating documentation and training materials that enhance the quality and efficiency of global customer support operations.
EdTechEducationE-LearningTraining
Responsibilities
Conduct a comprehensive audit of existing support documentation to identify gaps, inaccuracies, and structural issues that drive inefficiency, increase handle times, or contribute to quality issues and unnecessary escalations
Redesign and implement a documentation structure that enables support agents to quickly find accurate information, reducing average handle time and improving first-contact resolution rates
Create, update, and maintain process documentation, knowledge base articles, workflow guides, and quick reference materials that drive quality adherence, operational consistency, and efficiency across both BPO partners
Develop comprehensive training materials that BPO leads can use to onboard agents faster, reduce ramp time, improve quality scores, and drive measurable performance improvements
Lead documentation and training readiness for new product launches, feature releases, and process changes, ensuring agents are prepared to handle inquiries efficiently and reduce post-launch ticket volume and escalations
Partner with BPO leads and internal stakeholders to identify performance gaps, measure training effectiveness against operational KPIs, and continuously improve agent efficiency and quality
Establish governance processes and maintenance schedules that ensure documentation remains current and accurate, preventing agent confusion, reducing errors, and minimizing the operational costs associated with outdated information
Use data and feedback to prioritize documentation and training improvements that will have the highest impact on key operational metrics such as CSAT, quality scores, handle time, and escalation rates
Qualification
Required
4+ years of experience in documentation management, instructional design, training development, or similar roles within customer support or operations environments where efficiency, quality, and cost management are critical success factors
Demonstrated experience auditing, organizing, and restructuring large-scale documentation repositories to improve agent self-service, reduce handle times, and minimize escalations
Proven ability to create clear, concise documentation and training materials that drive measurable operational improvements including reduced errors, faster resolution times, and improved quality scores
Experience working with BPO or vendor partners, with the ability to influence quality standards, process adherence, and performance outcomes across external teams
Strong understanding of customer operations metrics and how documentation and training directly impact efficiency, quality, cost-per-contact, and overall vendor performance
Strong project management capabilities, with experience leading complex initiatives involving multiple stakeholders and competing timelines
Excellent collaboration skills and comfort working cross-functionally with Product, Engineering, Marketing, and Operations teams to ensure support readiness and operational efficiency
Experience with CRM platforms such as Salesforce Service Cloud, Zendesk, or similar customer support tools and knowledge management systems
Analytical mindset with the ability to use data, feedback, and operational metrics to continuously improve documentation effectiveness and training ROI
Benefits
Full access to Udemy courses
A monthly UDay to invest in yourself
A budget to spend on whatever helps you improve
Company
Udemy
Udemy is an online learning platform that helps students, companies, and governments gain the skills they need to reach their goals.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$511.38MKey Investors
Meros Equity Global Management,TencentMindrock CapitalBenesse
2025-12-17Acquired
2025-05-30Post Ipo Debt· $200M
2021-10-29IPO
Leadership Team
Hugo Sarrazin
President and CEO
Rob Rosenthal
Chief Revenue Officer
Recent News
2026-02-06
2026-02-06
Company data provided by crunchbase