Lead, Global Support

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About UsUdacity is on a mission of forging futures in tech through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey.Udacity's Student Ops team is seeking a highly motivated and experienced Tech Lead, Global Support, to drive the technical and operational excellence of our global support functions. This role is crucial in ensuring seamless support experiences for our students worldwide by leveraging technology, data, and process improvements.About the Support TeamThe Support Team is comprised of Support Specialists around the world, and we act as liaisons between our learners and Udacity. At Udacity, we are a team of experienced professionals and lifelong learners supporting learners as they build skills that will serve them for the rest of their lives. We ensure that Udacity learners receive fast, concrete & delightful resolutions across multiple touch points. The Udacity Support Team has been awarded by the Business Intelligence Group for Organization of the Year for Excellence in Customer Service, and the Bronze Stevie Award for Customer Service by the American Business Awards.Responsibilities:

Update, maintain, and be responsible for CRM configurations to meet evolving workflow and operational needs.
Take ownership of the Help Center and Knowledge Base, ensuring that accurate, up-to-date, and comprehensive information is displayed to students and internal teams.
Responsible for training, managing, and optimizing AI chatbot functions to enhance self-service capabilities and improve response times.
Serve as a key point of contact for interacting with vendors and third-party team members to discuss tool enhancements and process improvements.
Create and maintain comprehensive data reports and dashboards to provide clear visibility into support performance and trends for stakeholders.
Take accountability for the team's success by providing operational support and contributing to technical ticket resolution whenever required.
Regularly analyze data trends and identify process improvement opportunities to continuously enhance Support workflows and operations.
Provide continual evaluation of processes and procedures and recommend AI oriented solutions
Responsible for suggesting methods to improve operations, efficiency, and service to both internal and external customers
Work as a member of special or ongoing projects that are important to the strategic goals of the organization
Assist in establishing work procedures and processes that support the company and departmental standards, procedures, and strategic directives
Use appropriate judgment in upward communication regarding department or employee concerns
Produce presentations and proposals to the organization's leadership team as needed
Be a strong advocate for Udacity students and the company vision

Qualifications:

2+ years as a Tech Support Specialist, or a similar role
2+ years customer service or support experience
Knowledge of Zendesk CS software or equivalent
Knowledge of fundamentals of AI and usage
Additional certification in training is a plus
Excellent communication skills, both written and verbal
Must be able to manage workload and can prioritize ideas and effort to drive the most impactful results
Empathetic, patient, and compassionate

Benefits:Experience a rewarding work environment with Udacity's perks and benefits!

At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces.
Flexible working hours
Paid time off
Comprehensive medical insurance coverage for you and your dependents
Employee wellness resources and initiatives (access to wellness platforms like Headspace)
Quarterly wellness day off
Personalized career development
Unlimited access to Udacity Nanodegrees

What We DoForging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve.Don't stop there! Please keep reading...You've probably heard the following Most male applicants only meet 60% of the qualifications, while women and other marginalized candidates only apply if they meet 100% of the qualifications. If you think you have what it takes but don't meet every single point in the job description, please apply!We believe that historically, many processes disproportionately hurt the most marginalized communities in society- including people of color, working-class backgrounds, women and LGBTQ people. Centering these communities at our core is pivotal for any successful organization and a value we uphold steadfastly. Therefore, Udacity strongly encourages applications from all communities and backgrounds.Udacity is proud to be an Equal Employment Opportunity employer. Please read our blog post forLast, but certainly not least…Udacity is committed to creating economic empowerment and a more diverse and equitable world. We believe that the unique contributions of all Udacians is the driver of our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, or any other basis protected by federal, state or local laws.As part of our ongoing work to build more diverse teams at Udacity, when applying, you will be asked to complete a voluntary self-identification survey. This survey is anonymous, we are unable to connect your application with your survey responses. Please complete this voluntary survey as we utilize the data for diversity measures in terms of gender and ethnic background in both our candidates and our Udacians. We consider this data seriously and appreciate your willingness to complete this step in the process, if you choose to do so.Udacity's ValuesObsess over Outcomes - Take the Lead - Embrace Curiosity - Celebrate the Assist

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