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 Team

The 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