Senior Support Specialist at Udacity

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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.
 

We're looking for candidates who are passionate about education and want to work directly with our students. As a Support Specialist, you'll often be learners' first interaction with Udacity staff. You'll become a Udacity expert to assist our students with any questions or problems they may have. From questions about which course to take to giving instructions on how to earn a certificate, you'll be playing a huge role in shaping the student experience. If you love working with people, have a positive attitude, and like solving problems, we're looking for you!


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:
  • Respond to student inquiries in a timely and efficient manner, in accordance with our SLAs
  • Resolve student concerns by determining the cause of the problem and working with others to offer a solution, and making recommendations based on a student's interests and history
  • Collect feedback and make recommendations for improvements and changes
  • Work as a member of special or ongoing projects that are important to area/process improvement
  • Be a strong advocate for Udacity students and the company vision
  • Open to working night shifts or weekends
Qualifications:
  • SPANISH - bilingual 
  • At least 1-3 years of working in customer service
  • Must have experience in communicating with customers on phone, email, and chat. (Experience with providing service via SMS is a plus)
  • Excellent communication skills, both written and verbal
  • Flexibility in using, or learning to use, different methods for tracking and conveying information, such as Zendesk, Google docs, online chat programs, and email
  • Empathetic, patient, and compassionate

US ONLY: Applicants must be currently authorized to work in the United States on a full-time basis.


Learn more about Udacity's Values
 
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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
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    • PythonLanguages
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    • OptimizelyAnalytics
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    • FigmaDesign
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    • PhotoshopDesign
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    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • IntercomCRM
    • SendGridEmail

An Insider's view of Udacity

How would you describe the company’s work-life balance?

At Udacity, we implemented company-wide "Wellness Days" for our employees. These wellness days allow our teams to recharge and practice self care.

Dana

Chief People Officer

What projects are you most excited about?

I'm most excited about our mission driven commitment to transforming the lives of people through our Nanodegree programs. I love my job and the opportunity to impact the world through Udacity's approach to life long learning.

Kelly

Head of Field and Corporate Responsibility Marketing

How has your career grown since starting at the company?

I've seen tremendous growth in our impact and mission driven partnerships. These initiatives have created a passion for transformation. We help companies, governments and people transform their outcomes through cutting edge technology education.

Jennifer

Senior Vice President, Global Customer Success and Operations at Udacity

What is your vision for the company?

We started in the consumer space but found our product-market fit in Enterprise. Giant enterprises are going through massive digital transformations, and they frankly don’t have enough people trained on the skills necessary to execute those transformations. We are aimed serve as the forefront of digital transformation.

Gabe

CEO

What's something quirky about your company?

We call ourselves Udacians. This unique name allows us to build a bond while celebrating our company culture.

Eraina

Marketing and Communications Manager

What are Udacity Perks + Benefits

Udacity Benefits Overview

Health Care. No-premium health, dental, and vision benefits, 401K, FSA.
Lifestyle. Monthly wellness stipend (gym memberships, work-out gear, etc.)
Learning. Reimbursements for conferences, classes, and seminars.
Flexibility. Flexible work hours, unlimited vacation, and paid parental leave.
Our company has a Monthly talent show and Uda-Fun, which includes workouts, yoga, and fun training sessions.

Culture
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Parking
Relocation Assistance
Fitness Subsidies
Monthly wellness stipend to use on whatever you'd like!
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Continuing Education stipend
All full time Udacians are able to take a nano-degree course in whatever they like, on us!
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

As a response to the mental health taxes of the global pandemic, we have not only added on-demand mental health resources for our employees globally, but have incorporated monthly Wellness Days - deliberate work life balance for Udacians. This is company wide paid time off which is meant to support wellness.

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