Teacher Support Associate - Outbound Operations

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. 

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.

We are seeking a Teacher Support Lead to drive our outbound operations in Khan Academy India’s Teacher Support Team. The individual will be responsible for planning and executing operations related to outbound communications to customers including, but not limited to, maintaining customer contact database, driving the monthly planning cycle for outbound requests, collaborating with internal stakeholders to align on content, submitting communication templates for approvals, managing support agents’ bandwidth, performing administrative function on CRM tools, defining success metrics and driving improvement in current baseline for all outbound communication channels.

The core objective of this role is to help in the success of the implementation programme by being the voice of Khan Academy to our programme stakeholders i.e. teachers and administrators.

• Creating, in consultation with the relevant internal teams, the outbound communication plan for each partner aligned with the program goals
• Ensuring execution of the outbound communication plan in a timely manner meeting the required measure of quality
• Managing dependencies with external stakeholders for outbound communications
• Assessing costing and financial impact of outbound communications
• Maintaining an up to date teachers directory
• Assessing impact of Communication and driving improvement on success metrics for health of outbound support
• Building new channels of outbound support (Email based outbound)
• Mentoring and monitoring of support agents through feedback and reporting
• Hiring, Training & Onboarding of support agents
• Ensuring proper knowledge management of support documents
• Analyzing and surfacing insights through teacher support data
• Being a part of the schools team that works with state governments to increase usage in public and government schools

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 communication skills to make outbound calls for highly sensitive cases
• Write crisp and action orientated updates on slack and email for internal team's consumption
• Should be able to write thorough documents for knowledge management and create exhaustive support team resources
• Ability to read and write in English and Hindi and create drafts for marketing materials
• Ability to be calm under pressure while handling contacts of irate customers

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

Stakeholder Management Skills

• Ability to influence without authority
• Should be able to give direction to internal stakeholders for CX improvement in outbound communication
• Ability to manage conflicting priorities within teams

Bias for Action

• Should favor action over inaction in the face of uncertainty
• Be curious and run experiments to learn about how to improve impact of outbound comms

12 months

• Sal’s TED talk from 2011
• Sal’s TED talk from 2015
• You Can Learn Anything: https://www.khanacademy.org/youcanlearnanything
• Our content: https://www.khanacademy.org/resources/teacher-essentials/our-content/v/overview-of-khan-academy-content
• Our team:  http://www.khanacademy.org/about/the-team