Udacity is on a mission to change lives, businesses and nations 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 is proud to be backed by respected investors like Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital, among other leading VC firms, and provides a powerful and differentiated solution inside of a $32b total addressable market opportunity. Udacity has more than 100 enterprise customers including Airbus, Bertelsmann, BNP Paribas, Leidos, Mazda, and the United States Air Force.
 

As Manager, Global Support, you'll provide management and leadership support to your team of reports. You will be responsible for leading the global Support team at Udacity with providing best-in-class learning and customer experience. You’ll be leading a diverse team that operates throughout time zones using a follow the sun principle. You will play a critical role in the team's success by creating a strategic roadmap and identifying/implementing key customer service industry trends. 

 

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 touchpoints. 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:

  • Prepare and implement support vision focused on automation, AI,  personalization and proactive/preemptive customer engagement
  • Lead a global team of Support Specialists to ensure that Udacity maintains a high level of quality service across all business functions, including but not limited to: setting goals, creating operating models and prioritizing business-critical initiatives
  • Develop processes and infrastructure to scale support efforts with a data-driven approach
  • Create labor & forecasting models based on business growth
  • Monitor and analyze complex data to understand trends to improve customer experience
  • Construct and implement productivity, quality, and customer service procedures and standards
  • Coach, mentor, and upskill Support Specialists and nurture an environment where they can excel through encouragement and empowerment

   Qualifications:

  • BS/BA degree required in Computer Science, Engineering, Technical Communication or equivalent work experiences
  • 3+ year people management experience
  • 6+ year customer service or support experience
  • Excellent communication skills, able to engage successfully with a global team of varying levels of seniority
  • Successful track record (progressively increasing scope of accountability and responsibility) in transforming the customer experience through strategic roadmapping and operational process improvements
  • Excellent management, problem-solving and decision-making skills
  • Strategic thinking with ability to drive to tactical execution
  • Exceptional collaboration and partnership building skills
  • Strong communication and interpersonal skills with the ability to manage up and lead 
  • Knowledge of Zendesk CRM or equivalent, cognitive technology such as chatbots and RPA

 

 
Students First - Better Together - Entrepreneurial - Data Driven - Candid and Direct - Talent Obsessed

Udacity is committed to creating economic empowerment and a more diverse and equitable world. 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, denial of pregnancy disability leave or reasonable accommodation.

 

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