As Team Lead, Customer Support, you'll be responsible for development, analysis, and implementation of customer service/CX strategies and initiatives. You will play a critical role in the team's success by identifying opportunities to improve the team's quality & efficiency metrics. You will also help to ensure that all support specialists are working in a positive team environment and are having a high-quality employee experience.
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:
- Define and clearly communicate objectives and goals for the Support team
- Track team progress, business outcomes and success, and present results to Senior Leadership
- Gather relevant details and escalate complex problems to internal or external teams for root cause analysis and ultimate resolutions
- Collect learner feedback and make recommendations for policy and process improvements
- Coach team members regularly and help them get to the next level by doing 1on1's, giving them feedback, and talking about personal goals and future plans
- Prepare warnings and communicate effectively with support specialists, and make effective/appropriate decisions relative to corrective action as required
- Manage workload and prioritize ideas to drive the most impactful results
- Assist in establishing work procedures and processes that support the company and departmental standards, procedures, and strategic directives
Qualifications:
- BS/BA degree required in Computer Science, Engineering, Technical Communication or equivalent work experiences
- 2+ year people management experience
- 4+ year customer service or support experience
- Excellent communication skills, able to engage successfully with a global team of varying levels of seniority
- 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
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.
