This position is posted by Jobgether on behalf of Udacity. We are currently looking for a
Lead, Global Support
in
India
.This role offers the opportunity to lead and enhance the global support operations of a fast-growing tech education organization. As a key driver of technical and operational excellence, you will manage support tools, optimize AI-driven workflows, and ensure exceptional service experiences for learners worldwide. You will collaborate with cross-functional teams, manage vendor relationships, and leverage data to continually improve support performance. This position is ideal for a proactive leader passionate about combining technology and customer care to deliver seamless support in a remote-first, inclusive environment.
Accountabilities:
- Manage and update CRM configurations to align with evolving workflows and operational requirements
- Own the Help Center and Knowledge Base, ensuring content is accurate, comprehensive, and accessible to both learners and internal teams
- Lead the training, management, and optimization of AI chatbot functions to improve self-service and response efficiency
- Serve as the primary contact for vendors and third-party collaborators to discuss enhancements and process improvements
- Develop and maintain data reports and dashboards to monitor support performance and identify trends
- Provide operational support and assist with technical ticket resolution as needed to ensure team success
- Analyze support data regularly to identify and implement process improvements and AI-driven solutions
- Participate in strategic projects aligned with organizational goals and contribute to establishing effective work procedures
- Advocate for learners and support the company vision through clear communication and presentations to leadership
Requirements
- Minimum 2 years of experience as a Tech Support Specialist or similar role
- At least 2 years of customer service or support experience
- Familiarity with Zendesk or equivalent customer support software
- Basic knowledge of AI concepts and practical applications
- Training certifications are a plus
- Excellent written and verbal communication skills
- Strong organizational skills with the ability to prioritize and manage multiple initiatives
- Empathetic, patient, and compassionate approach to learner support
Benefits
- Flexible remote work with optional in-person collaboration spaces
- Flexible working hours to promote work-life balance
- Paid time off and quarterly wellness days
- Comprehensive medical insurance coverage for employees and dependents
- Access to employee wellness resources and platforms such as Headspace
- Personalized career development opportunities
- Unlimited access to online learning Nanodegrees
- Inclusive and supportive work environment focused on diversity, equity, and inclusion
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.📊 It compares your profile to the job's core requirements and past success factors to determine your match score.🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!
