Teacher Support Associate - Khan Academy India

Position Overview

Khan Academy India is seeking a passionate and problem-solving Teacher Support Associate to manage its team of customer support agents. This role is crucial for ensuring a world-class user experience for teachers and administrators in India, acting as the primary conduit for their feedback and issues to relevant internal teams. The objective is to surface the "voice of teachers and administrators" to drive improvements and effectively allocate resources to solve customer problems.

Employment Type: Contract (12 months) Location Type: [Information not provided] Salary: [Information not provided]

About Khan Academy India

Khan Academy India is dedicated to providing a free, world-class education that is locally relevant to learners across India. We utilize a mastery-based learning system and are expanding our reach through websites, apps, and YouTube channels, with a particular focus on underserved communities and public school systems. Our content is available in multiple Indian languages.

Responsibilities

• Serve as the escalation point for inbound support contacts requiring intervention.
• Develop and implement new inbound support channels, including community-based support.
• Mentor and monitor support agents through regular feedback and performance reporting.
• Lead daily stand-up calls with the support team.
• Drive improvements in key success metrics for inbound support (e.g., SLA%, HMD%).
• Follow up on and close tickets with a high "Pending" age.
• Create root cause analyses for high contact drivers throughout the academic year.
• Collect Voice of Teachers (VOTs) for monthly leadership calls.
• Organize engagement activities for support agents during periods of lower contact volume.
• Manage the hiring, training, and onboarding process for support agents.
• Perform administrative functions within the CRM tool.
• Ensure comprehensive knowledge management of support documentation.
• Analyze support data to surface actionable insights.
• Collaborate with the schools team to increase usage in public and government schools.

Requirements

Data Skills

• Comfortable working with data and performing exploratory analysis.
• Ability to make data-backed decisions.
• Proficiency in sharing data-derived insights with the broader team.

Communication Skills

• Excellent oral and written communication skills for customer interactions.
• Ability to write thorough knowledge management documents and create comprehensive support team resources.
• Capacity to remain calm under pressure when handling contacts from irate customers.
• Effective communication skills in both English and Hindi.

Application Instructions

[Information not provided]

Company Information

Khan Academy is a fast-paced, nonprofit startup committed to providing a free, world-class education for anyone, anywhere. We empower learners by offering a comprehensive library of instructional and practice resources.