Customer Success Specialist (French Speaking)

The Customer Success Specialist (French Speaking) at Udemy in Dublin, Ireland is the frontline champion of our learners’ journey, turning curiosity into career‑changing outcomes. In this role you will own the end‑to‑end experience for French‑speaking students and instructors, ensuring they extract maximum value from Udemy’s vast catalog of over 200,000 courses. By delivering proactive guidance, troubleshooting issues, and championing user feedback, you directly influence retention, course completion rates, and brand advocacy—key drivers of Udemy’s growth in the fast‑evolving online education market. This position sits at the intersection of product, support, and community, offering a clear path to senior customer success leadership, cross‑functional project ownership, and the chance to shape the future of lifelong learning across Europe.

**Key responsibilities & skills**
- **Guide** French‑speaking learners through onboarding, curriculum planning, and skill‑gap analysis, boosting engagement and completion metrics.
- **Resolve** technical and content‑related inquiries via chat, email, and phone, leveraging Udemy’s CRM and analytics tools to deliver swift, data‑driven solutions.
- **Advise** instructors on best practices for course creation, localization, and learner interaction, increasing course ratings and revenue.
- **Analyze** usage patterns and NPS feedback to identify churn risks, then implement targeted retention campaigns in collaboration with Marketing and Product teams.
- **Document** and share insights in weekly reports to the Customer Success Manager, contributing to continuous improvement of processes and knowledge bases.
- **Collaborate** with cross‑functional squads—Product, Content, and Sales—to relay market trends and feature requests, influencing roadmap decisions.
- **Fluency in French and English**, strong empathy, excellent communication, and a knack for problem‑solving; proficiency with SaaS platforms, Zendesk, and data visualization (SQL, Tableau) is a plus.

Joining Udemy means becoming part of a purpose‑driven culture that celebrates curiosity, inclusivity, and impact. Our Dublin office thrives on collaboration, offering mentorship programs, internal learning pathways, and the freedom to experiment with innovative customer‑centric solutions. As the online education sector accelerates, your role as a Customer Success Specialist (French Speaking) will be pivotal in shaping how millions of learners upskill and reskill worldwide. Enjoy a flexible hybrid work model, generous professional development budgets, and access to Udemy’s own course library to fuel your personal growth. If you’re passionate about empowering learners, love data‑informed storytelling, and want to accelerate your career in a global tech leader, this is the opportunity to make a lasting difference.