Teacher Support Associate - Inbound Operations

ABOUT KHAN ACADEMY

Khan Academy is a fast-paced, nonprofit startup on a mission to provide a free, world-class education for anyone, anywhere. We already reach millions of students every month and are growing rapidly. We’re building a library of world-class instructional and practice resources that empowers learners. Whether they’re studying matrices, mitosis, or multivariable calculus, we want to offer students the resources to realize that they can learn anything. 

ABOUT KHAN ACADEMY INDIA

Khan Academy India aims to deliver a world class user experience that is locally relevant to learners in India and is enabled by a strong on-the-ground team and operations. Our learning system is mastery based, which allows students to master key concepts at a pace that is right for them before moving on to more challenging content. From serving under 500,000 learners in 2016, we are now serving almost 4 million learners a month across our websites, apps and youtube channels. These learners include both independent learners accessing us at home and teacher directed learners in schools. Our focus is to reach the underserved by making our content  accessible in local languages and by working with large public school systems. Khan Academy is available in Hindi, Hinglish, Kannada, Gujarati, Bangla, Tamil, Punjabi, Marathi and Assamese.

ABOUT THE ROLE

We are seeking a Teacher Support Associate to manage our team of customer support agents in Khan Academy India’s Teacher Support Team. We are looking for someone who is passionate about our mission and loves to solve problems for our customers. The individual will be responsible for all knowledge transfer between programme teams and the teacher support team. It will involve monitoring of success metrics and driving projects to improve them. The role also requires the individual to perform deep-dives into data to understand the causes of high customer contacts and work with the various internal teams to address them. The ideal candidate should be curious and biased towards experimenting and learning quickly

The core objective of this role is to be the ears of Khan Academy and bring forth to the surface, the voice of teachers and administrators (our customers) to the right people in the organisation so we can spend our energy the right way, on solving the customer’s problems.

Please note that this is a contract role. Contract Duration: 12 months

Job Responsibilities

• Be the point of escalation for inbound contacts requiring intervention

• Building new channels of inbound support (Community-based support)

• Mentoring and monitoring of support agents through feedback and reporting

• Drive daily standup calls with the support team

• Drive improvement on success metrics for health of inbound support (SLA%, HMD%, etc)

• Follow up and close loop tickets with high “Pending” age

• Create root cause documents for high contact drivers through the academic year

• Collecting VOTs (Voice of Teachers) for monthly calls with leadership

• Drive engagement activities with agents during lean time

• Manage Hiring Training & Onboarding

• Perform administrative functions in CRM tool

• Ensure proper knowledge management of support documents

• Analyze and surface insights through teacher support data

• Be a part of the schools team that works with state governments to increase usage in public and government schools

Skills Needed

Data Skills

• Should be comfortable working with data and performing exploratory analysis on data sets

• Should be able to make data-backed decisions

• Should be able to share insights derived using data with the larger team

Communication skills

• Good oral and written communication skills to speak with customers when required

• Should be able to write thorough documents for knowledge management and create exhaustive support team resources

• Ability to be calm under pressure while handling contacts of irate customers

• Ability to communicate effectively in English and Hindi (Knowing Marathi/Odia/Telugu/Kannada is a bonus)

Programme Management Skills

• Ability to create working-backward plans from hard deadlines

• Ability to independently drive projects

• Ability to create self-monitoring checkpoints for projects

• Have a foresight to anticipate blockers and risks for projects and communicate them to stakeholders in time

• Should be able to plan for alternative solutions and workarounds

Customer Orientation

• Should always bring the customer lens while participating in any internal meetings

• Ability to identify the root cause of customer problems and addressing it

You Can Be A Good Fit If:

• You have 4-5 years of relevant work experience in a customer support function.

• You have experience in education industry is preferred but not required.

• You must have some previous experience of working on CRM tools in the capacity of a Supervisor/Admin

PERKS AND BENEFITS

We may be a non-profit, but we reward our talented team like a for-profit.

• Competitive salaries

• Remote-friendly workplace, i.e. option to work from home; flexible schedules

LEARN MORE

• Sal’s TED talk from 2011

• Sal’s TED talk from 2015

• Sal’s TED talk from 2023

• A glimpse of our team: http://www.khanacademy.org/about/the-team

• A glimpse of our content created: https://www.youtube.com/watch?v=ED8P8vchQJM

• Our Hinglish content in action: http://bit.ly/khanacademyyoutube

HOW TO APPLY

Attach your resume or LinkedIn URL along with the task solution