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