Support Documentation and Training Specialist

Support Training and Documentation Specialist (IC3-Denver)

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 based in Denver, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your skills 

Documentation Excellence: You have a talent for transforming complex processes into clear, structured, and accessible documentation that drives operational efficiency. You understand information architecture and can organize large volumes of content in ways that enable agent self-service and reduce escalations.

Training Design: You create effective training materials and learning experiences that drive measurable improvements in quality, efficiency, and vendor performance. You know how to translate process documentation into engaging training content that changes behavior and improves operational outcomes.

Process Thinking: You are methodical and detail-oriented, with the ability to analyze existing processes, identify inefficiencies and cost drivers, and design solutions that improve quality, reduce handle times, and streamline operations across teams.

Stakeholder Partnership: You build strong collaborative relationships across functions and with external partners. You can influence and align multiple stakeholders toward operational excellence, driving consistency and quality standards across vendor teams.

About this role 

As Udemy's Support Training and Documentation Specialist, you'll be a key driver of operational excellence for our global customer support operations. Working within our Global Customer Operations team, you'll optimize efficiency, quality, and vendor performance by creating world-class documentation and training that enables our BPO partners to deliver exceptional support to our instructor and learner communities. Your work will directly impact critical operational metrics including resolution rates, handle times, escalation volumes, agent self-service, and overall support costs. This role offers significant impact and growth potential as you establish the systems and standards that will scale our support operations efficiently and sustainably.

What you'll be doing

• 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

What you'll have

• 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