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Lead, Global Support (Remote - India) at Jobgether. 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.. . . 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.. . . Company Location: India.