Lead, Global Support
at Udacity
India
About Us
Udacity is now an Accenture company, and exciting things are happening! 🚀 We are 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 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
Compensation at Udacity, an Accenture company, varies depending on a wide array of factors, which may include but are not limited to location, role, skill set, and level of experience. As required by local law, Udacity, an Accenture company, will provide a reasonable range of compensation.
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
 Accenture Equal Opportunity Statement
Udacity, an Accenture company, is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities, and is committed to providing veteran employment opportunities to our service men and women.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.