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**Director, Udemy Business Customer Support**

San Francisco, California / Global Customer Operations Global Customer Operations / Full-Time Udemy is a global marketplace for learning and teaching online. More than 40 million consumers and 7 thousand companies around the globe trust Udemys technical & soft skills to close the skills gap. Our customers can choose from an extensive portfolio of 100,000 courses taught by 50,000 expert instructors from over 65 countries. Udemy Business is a curated solution of business-relevant and technical courses delivered through a simple platform to provide your employees with the most engaging learning experience. Our business is on a growth trajectory that offers fantastic career opportunities.

We are a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious commitment to delivering the best possible learning and teaching experiences. Udemys culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other on a daily basis. Founded in 2010, Udemy is privately owned and headquartered in San Francisco with offices spread across multiple countries in North America, LATAM, EMEA & APAC.

**About the role:**

Were looking for a world-class leader to head up our Global Customer Support team for Udemy Business. Our customer base and product lines are scaling rapidly, and this role is an exciting opportunity for an experienced leader to own our global customer support strategy and infrastructure that will support Udemy Business as we scale.

Reporting to the VP of Global Customer Operations, the Director of UB Customer Support will lead a team of escalation leads, technical support analysts, and vendor agents to serve thousands of B2B customers and their millions of employees. As the head of the department, youll be accountable for developing a multi-channel, efficient support strategy and improving our business through optimized feedback loops. Youll partner cross-functionally with Customer Success, Sales, Product, Content, Engineering, Operations, and Vendor Management teams to deliver a world-class customer experience and make a meaningful impact to Udemys evolving business. **About you:**

You have deep experience developing Support strategy and leading Support teams at high-growth B2B SaaS technology companies.

You have worked with teams and customers around the world and understand how to hire and conduct business in countries across APAC, EMEA & LATAM.

You are a strategic thinker who also loves to execute, and youve designed and built support strategy, processes and systems that have successfully scaled to serve thousands of customers and to support hundreds of millions of dollars of ARR.

Youve navigated some of the most complex customer deployments in the world and can design an Enterprise support approach for the worlds largest organizations.

You have led technical support teams and understand how to support enterprise customers with technical issues around APIs, SSO, SAML, security configurations, etc.

You have designed comprehensive B2B Support infrastructure - including help centers, ticketing, phone and chat systems.

You have architected Enterprise B2B SLAs and understand how to build a system in support of achieving and monitoring those SLAs in conjunction with Product and Engineering.

You know how to architect a global support team and how to leverage automation, segment customers, manage agent bandwidth and design career paths to drive an efficient, thriving, high performing team.

You are an inspiring, high-energy leader who lives for working with people both your team and customers.

Your executive presence and strategic mindset enables you to design elegant support systems as well to serve as the escalation point for your team.

You have a deep understanding of what Support excellence looks like, both quantitatively and qualitatively.

A skilled communicator and collaborator, you are capable of building deep relationships and partnering in a highly-collaborative organization to get stuff done.

You have a growth mindset and are a learner by nature, you push yourself and your teams to improve and develop. You make learning a priority for your people.

5 Years direct management experience running a Customer Support team for a high-growth Enterprise B2B Software Company.

3 years experience working with customers across LATAM, EMEA & APAC

Track record of successfully building and scaling support strategies for hyper growth B2B SaaS companies

History of building diverse, engaged, high-performing teams

Proficiency with Zendesk, Salesforce and BI technologies

L&D/HR Tech experience an advantage

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**About Udemy** Udemy is the worlds largest education platform with more than 30 million monthly visitors. Through our Consumer and Enterprise businesses, Udemy creates new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world.

The Udemy consumer marketplace offers thousands of up-to-date courses in dozens of languages and provides the tools learners and instructors need to achieve their goals and reach their full potential.

For companies, Udemy Business (UB) offers an employee training and development platform with subscription access to thousands of courses, learning analytics, as well as the ability to host and distribute their own content. Our enterprise platform is among the fastest growing SaaS businesses in the world. UB has more than 10,000 customers and serves the majority of the Fortune 100.

We are proud to be recognized for our world class employee experience: Business Insider SF: Best Places to Work Bay Area Built In Colorado: Best Places to Work Best Workplaces (Great Place to Work List): #1 in Turkey Certified Best Place to Work: Dublin Fortune: Change the World Company

Udemy is headquartered in San Francisco with hubs in Ankara, Turkey; Austin, Texas; Boston, Massachusetts; Mountain View, California; Denver, Colorado; Dublin, Ireland; Melbourne, Australia; New Delhi, India; and Sao Paulo, Brazil.

**Vaccine Mandate (US Only)** Udemy is committed to keeping its employees, clients, and communities safe. Accordingly, we require all U.S. employees to be fully vaccinated against COVID-19 if their work requires them to come into a Udemy office or come into close contact with others. If you are unable to get vaccinated due to a medical condition, disability, sincerely-held religious belief, or as otherwise required by applicable law, we will consider requests for accommodation.