Join Udemy. Help define the future of learning.

Udemy is an AI-powered reskilling platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact.

Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.

Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. 

Learn more about us on our company page.

Where we Work

 

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the Mexico City office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your skills

Business Requirements Gathering: Able to take vague or reactive stakeholder requests and turn them into clear, actionable documentation.

Technical Troubleshooting & Deployment Support: Comfortable navigating tools like Zendesk, Salesforce Service Cloud, or similar platforms to identify issues and use deployment/version control tools (e.g., Salto, GitHub) to submit minor changes for review.

Process Documentation: Skilled at mapping workflows, capturing system behaviors, and documenting operational processes clearly.

Cross-Functional Communication: Able to bridge teams—translating between frontline operations and technical partners to ensure alignment.

About this role

As a Business Systems Analyst, Customer Operations within the Global Customer Operations (GCO) department, you will play a critical role in ensuring the smooth operation of our customer support tools—currently centered around Zendesk, with an evolving transition to platforms like Salesforce Service Cloud. This role is embedded in GCO and reports to the Senior Manager of Strategic Programs.

 

You’ll serve as the day-to-day point of contact for CX systems issues—working directly with internal users to triage defects, surface root causes, and translate vague asks into clear, actionable requirements. This role isn’t just about intake—it’s about enabling smarter decisions by challenging assumptions, identifying better paths forward, and turning chaos into strategy. While you won’t own platforms, you should be comfortable looking under the hood: tracing issues, drafting change requests, and occasionally submitting version-controlled updates via tools like Salto or GitHub.

 

This role is hands-on and highly autonomous. It sits at the intersection of operations and systems—partnering closely with Business Systems (BSys), who own platform development and governance. You’ll focus on the front end of the process: identifying issues, gathering context, and translating real-world pain points into clear, documented requests. You’ll help close the loop from intake through resolution, ensuring operational needs are met without overstepping technical ownership.

What you’ll be doing

Act as the primary point of contact for operational troubleshooting and change requests in Zendesk or similar customer support tools, escalating or routing as needed.

Investigate and document issues raised by support teams—propose tactical fixes when possible, or translate needs into structured business requirements for Business Systems (BSys).

Submit minor configuration changes in Zendesk development instance and use CI/CD tools to coordinate deployment with platform owners and governance teams.

Maintain clear, accessible documentation of workflows, known issues, and request histories to ensure continuity and reduce ambiguity.

Partner with an embedded Project Manager to support rollout planning, training, and internal communications around tool or workflow changes.

Identify recurring issues, process inefficiencies, or system gaps—proactively suggesting or scoping improvements, often through direct stakeholder conversations.

Educate requesters on system design best practices—pushing back on ineffective solutions and guiding teams toward scalable, tool-aligned approaches.

Example Requests You’ll Handle

Interview stakeholders to clarify support team needs and translate them into clear business requirements.

Investigate recurring issues with ticket routing or SLA performance and coordinate solutions with Business Systems.

Document new or updated agent workflows to ensure smooth adoption and consistent execution.

Triage day-to-day Zendesk issues reported by support teams and propose practical fixes or escalation paths.

What you’ll have  

4+ years in operations, systems analysis, technical support, or a business-facing systems role.

Proven ability to communicate complex technical information clearly and effectively to both business and technical audiences.

Experience writing precise technical requirements or user stories to guide system improvements.

Skilled at investigating system issues, analyzing behavior, and facilitating collaboration between stakeholders.

Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, or similar).

Experience with versioning or deployment tools (e.g., GitHub, Salto) is a plus.

SaaS or support team experience preferred.

Fluent in English.

Nice to Have

Experience with versioning or deployment tools such as Salto, GitHub, or Workbench.

Familiarity with support tooling ecosystems like Zendesk, Salesforce Service Cloud, Slack workflows, Ultimate AI, or comparable platforms.

Experience translating business problems into scalable tooling or process design.

Why work here?

You’ll grow here.
Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.

AI is real here.
We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.

You’ll own your work.
We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.

You’ll build with others.
We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.

You’ll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?

Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together. 

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. 

Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.   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 understand that not everyone will match each of the 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! 

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