Khan Academy is looking for a passionate Community Support Lead to help change education – join us on our mission to provide a free, world-class education for anyone, anywhere.  

As Community Support Lead, you’ll be Khan Academy’s strongest link between our Learning Platform and Test Prep product teams and our amazing learner community. You’ll help lead and grow our current community support operations, ensure that learners around the world have the help they need to use Khan Academy effectively, and advocate for learner needs internally. 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. 

User-facing responsibilities:

  • One of the biggest parts of this role is being the primary point of contact for our learner support channels on the community support team. You’ll ensure our support processes are working effectively, conduct training and quality audits for our externally-based support team, handle escalated issues, and help troubleshoot new bugs as necessary. You’ll constantly look for ways we can improve our team processes and service to the community.
  • You’ll also help manage our public learner communities, and help brainstorm ways they can be expanded and improved. This includes working with our amazing volunteer programs, as well as communicating regularly with users in the community directly.  
  • In addition, you’ll also be responsible for keeping relevant Help Center content up-to-date and making sure new help resources are added as necessary.

Internal responsibilities:

  • As the employee who works most closely with these learner groups, you’ll be an essential voice of these users throughout the company. You’ll work across the company with many different teams and individual leaders to ensure that we’re keeping user needs front of mind. You’ll be embedded directly on the Learning Platform and Test Prep product teams and have many opportunities to help us prioritize development resources.
  • You’ll also compile and send out periodic reports to ensure that the company at large is kept updated about relevant trends and community sentiment.
  • As you work through our community support processes, you’ll be able to see where we could be doing better. You’ll work with our existing community support team to design and implement improvements on a continual basis. This includes mentoring our existing community support team and helping them grow professionally.

Qualifications

  • 4+ years professional experience in customer support 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 working on a high-performing team without a lot of restrictions will be able to have a big impact.
  • Ability to own a problem or goal, identify the path to success, and execute on it. You’re able to manage a number of simultaneous projects and responsibilities within the timeline you’ve set for yourself.
  • Excited about designing high-quality community support processes and coming up with creative solutions to tricky problems.
  • Proficiency with Zendesk, Slack, Jira, and/or other online support tools.
  • You embrace a quirky team culture and don’t take yourself too seriously.

Nice to have

  • Experience directly managing a team of (internal or external) support agents, including reporting on support metrics
  • Active Khan Academy user - we’re talking 50,000+ energy points and Earth badges galore
  • Prior experience working or volunteering in education environments, whether in the classroom, edtech, or elsewhere
  • Project or product management experience
  • Experience working with younger users and/or COPPA
  • Familiarity with current online privacy laws and trends
  • Comfort understanding and interpreting standard business analytics
  • Strong fluency in memes, internet trends, gifs, and/or dad jokes

About our benefits

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

  • Highly competitive salaries and annual bonuses
  • Ample paid time off as needed – we are about getting things done, not face time
  • Generous parental leave
  • Flexible work and time-off schedules to encourage work-family balance and holidays
  • Great location: short walking distance to Caltrain and downtown Mountain View.
  • Awesome team events, on-sites and off-sites, company parties and BBQs, and weekly board game nights
  • A fun, high-caliber team that trusts you and gives you the freedom to be brilliant 
  • The ability to improve real lives and the opportunity to work on high-impact software and programs that are already defining the future of education
  • Affinity groups where parents, black and 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

Learn more

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, gender, gender identity or expression, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Khan Academy are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.