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Community Support Lead, Knowledge And Community Specialist

ABOUT KHAN ACADEMY

Khan Academy is a nonprofit organization on a mission to provide a free, world-class education to anyone, anywhere. We already reach millions of students every month and are growing rapidly, and right now we’re hard at work helping learners address any unfinished learning that the COVID-19 pandemic may have caused. We also know that not all communities have been impacted equally by this pandemic, which makes our work focusing on providing equitable solutions to historically under-resourced communities even more important.

WE ARE DRIVEN BY OUR COMMUNITY

Our students, teachers, and parents come from all walks of life and so do we. We are fun, diverse, quirky people that come from a variety of backgrounds. Our team includes people from academia and from high tech companies and tiny startups. We hire great people from diverse backgrounds and experiences, not just because it’s the right thing to do, but because it makes our company stronger. Valuing diversity, equity and inclusion is necessary for us to actualize our mission and truly impact the communities we serve. We believe that the best way to provide impactful education is to create a diverse team of people from different backgrounds, races, religions, genders, sexual orientations, ages, and experiences. We’re a hardworking team that’s passionate about helping learners and teachers around the globe! We strive to be world class in investing in our people and commit to developing you as a professional.

THE ROLE

Khan Academy is looking for someone passionate about support and community operations to join our scrappy Community Support team (read more about the team here). As the voice of our users, the Community Support team is deeply integrated into our product teams and processes across the organization. We work closely with product management, engineering, design, marketing, quality assurance, and many others to make sure that the needs of our community are being met.

As Community Support Lead for Knowledge and Community, you’ll be a leader for two essential pillars of the Community Support team. On the community side, you’ll help lead and grow our current community programs, supporting our amazing volunteers and ensuring that learners around the world have a safe and engaging place to reach their education goals. On the knowledge side, you’ll develop strategic and operational excellence for our extensive self-service Help Center.

You won’t be working directly in the ticket queue often, but you will help manage and coach those who are, and help with their escalations. This is an incredible opportunity for an experienced community support leader to have a tangible impact on global educational access, while working with what legitimately might be the most supportive community on the internet.

Community responsibilities

Be the primary point of contact for our Support Advocate, Challenge Council, and Guardian volunteer programs. You’ll develop and execute a strategy that will help increase engagement and structure for each of these programs, in a way that aligns with Khan Academy’s overall goals.
Own and report on community metrics for each of these programs, as well as for overall Support Community activity.
Audit and improve our community safety and health processes, so that our expansive and diverse learner community has best-in-class support for reaching their learning goals.

Knowledge responsibilities

Develop a strategy for the growth and continuous improvement of Khan Academy’s Help Center. Over the years we’ve built up impressive amounts of self-help resources, in 8 languages, and now we need someone with dedicated strategic focus to make sure these resources and structures are as helpful as they can be. This is a new role for the Community Support team, and we’re super excited about it.
Define, set targets, and report on key Help Center metrics.
Coordinate with other teams to develop best practices for non-support material being hosted in the Help Center. While the Community Support team owns the Help Center, we regularly help out other teams who want material published there.
Align the goals and strategies of the Zendesk Help Center and Support Community, as two major pillars of our self-service efforts.

Internal responsibilities

The Community Support team is small and dynamic. As a Community Support Lead, you’ll be trained up in our customer support ticketing process and be asked to help with support escalations, troubleshooting, and leadership on an ongoing basis. We’re a highly flexible team, and everyone contributes to areas outside of their direct responsibility regularly.
As one of Khan Academy’s foremost community experts, you’ll have frequent opportunities to advise and participate in product development processes. You’ll work with many different leaders and teams to give feedback and direction on product designs that will directly impact the experience of millions of learners.
Support marketing-owned Khan Academy communities on an as-needed basis (including those on Facebook and social media).

Qualifications

4+ years professional experience in customer support, knowledge management, and/or community management, preferably in a leadership role. You keep updated on the latest industry best practices, and know how to problem-solve your way out of the thorniest online conflicts.
Experience working closely with product teams at a tech company.
Excellent written communication, which you can adapt for a variety of online audiences.
Comfort working both autonomously and within defined structure. You’ll be joining a small team and your role will have many opportunities for you to leave your personal mark on it. Someone excited about prioritizing and driving their own projects will be able to have a big impact.
A history of successfully managing and executing projects of medium-large complexity. You’re able to balance a number of simultaneous goals and responsibilities within the timeline you’ve set for yourself.
Proficiency with Zendesk, Slack, Jira, or similar support / project management tools.
Comfort understanding and applying standard business analytics.
Excited to build relationships with team members in other departments, and embrace a cross-functional mindset.
You don’t take yourself too seriously and are excited to join a quirky, high-performing support team.

Nice to have

A passion for managing online communities and all of their idiosyncrasies
Familiarity with laws and trends in the online trust and safety space
Experience working with younger internet users and related laws like COPPA and FERPA
Experience directly managing a knowledge base - the larger, the better
Advanced Zendesk administration experience
Experience with localization or translation projects
Google Analytics experience
Interest in the education sector, and making a positive difference in the lives of millions of learners, parents, and teachers
Strong fluency in memes, internet trends, gifs, and/or dad jokes

PERKS AND BENEFITS

We may be a non-profit, but we reward our talented team extremely well!

Competitive salaries
Ample paid time off as needed – we are about getting things done, not face time
Generous parental leave
A fun, high-caliber team that trusts you and gives you the freedom to be brilliant
The ability to put your talents towards a deeply meaningful mission and the opportunity to work on high-impact products that are already defining the future of education
Affinity groups where Parents, Black, Hispanic/Latino, Women and Gender Minorities, and LGBTQIA+ identified folks come together
And we offer all those other typical benefits as well: 401(k) + 4% matching & comprehensive insurance including medical, dental, vision, and life

MORE ABOUT US

OUR COMPANY VALUES

Live & breathe learners

We deeply understand and empathize with our users. We leverage user insights, research, and experience to build content, products, services, and experiences that our users trust and love. Our success is defined by the success of our learners and educators.

Take a stand

As a company, we have conviction in our aspirational point of view of how education will evolve. The work we do is in service to moving towards that point of view. However, we also listen, learn and flex in the face of new data, and commit to evolving this point of view as the industry and our users evolve.

Embrace diverse perspectives

We are a diverse community. We seek out and embrace a diversity of voices, perspectives and life experiences leading to stronger, more inclusive teams and better outcomes. As individuals, we are committed to bringing up tough topics and leaning into different points of view with curiosity. We actively listen, learn and collaborate to gain a shared understanding. When a decision is made, we commit to moving forward as a united team.

Work responsibly and sustainably

We understand that achieving our audacious mission is a marathon, so we set realistic timelines and we focus on delivery that also links to the bigger picture. As a non-profit, we are supported by the generosity of donors as well as strategic partners, and understand our responsibility to our finite resources. We spend every dollar as though it were our own. We are responsible for the impact we have on the world and to each other. We ensure our team and company stay healthy and financially sustainable.

Bring out the joy

We are committed to making learning a joyful process. This informs what we build for our users and the culture we co-create with our teammates, partners and donors.

Cultivate learning mindset

We believe in the power of growth for learners and for ourselves. We constantly learn and teach to improve our offerings, ourselves, and our organization. We learn from our mistakes and aren’t afraid to fail. We don't let past failures or successes stop us from taking future bold action and achieving our goals.

Deliver wow

We insist on high standards and deliver delightful, effective end-to-end experiences that our users can rely on. We choose to focus on fewer things — each of which aligns to our ambitious vision — so we can deliver high-quality experiences that accelerate positive measurable learning with our strategic partners.