ABOUT KHAN ACADEMY

Khan Academy is a nonprofit with the mission to deliver a free, world-class education to anyone, anywhere. Our proven learning platform offers free, high-quality supplemental learning content and practice that cover Pre-K - 12th grade and early college core academic subjects, focusing on math and science. We have over 155 million registered learners globally and are committed to improving learning outcomes for students worldwide, focusing on learners in historically under-resourced communities.

OUR COMMUNITY

Our students, teachers, and parents come from all walks of life, and so do we. Our team includes people from academia, traditional/non-traditional education, big tech companies, and tiny startups. We hire great people from diverse backgrounds and experiences because it makes our company stronger. We value diversity, equity, inclusion, and belonging as necessary to achieve our mission and impact the communities we serve. We know that transforming education starts in-house with learning about ourselves and our colleagues. We strive to be world-class in investing in our people and commit to developing you as a professional.

ABOUT KHAN ACADEMY KIDS

Khan Academy Kids is a free and fun learning program for children ages two to eight. Kodi Bear and a cast of animated characters lead children on a personalized education journey filled with fun, standards-aligned activities in early literacy, math, executive functioning and social emotional skills. Built by a small but mighty team, Khan Academy Kids is used by millions of children in homes and classrooms around the world.

THE ROLE

The Customer Support and Content Testing Specialist is a new role at Khan Academy Kids and will provide exceptional support to our users while ensuring the quality and accuracy of our educational content. You will be the first point of contact for users, assisting them with their inquiries and troubleshooting issues. Additionally, you will work closely with our content and product teams to test and validate educational materials, ensuring they meet our high standards prior to launch.

Key Responsibilities:

Customer Support for Parents, Teachers, and Districts (50%):

Customer Support: Respond to customer inquiries through Zendesk and the app stores providing prompt and accurate assistance regarding product features, technical issues, and account management. This involves diagnosing issues by replicating problems users are having and coordinating with our small product team when required. You will be the owner of customer support and will manage all the resources we have developed to resolve tickets. Our customers include parents, teachers (preK - 2nd grade), and school district administrators.
Help Center Maintenance: Customers can access online resources to help them resolve an issue without needing to write to us. As part of your role, you will maintain and update customer support documentation, including FAQs, user guides, and troubleshooting articles. You will also write articles highlighting new releases of content and features.
Analysis and reporting: Analyze and synthesize trends from customer support tickets to identify recurring issues and improvement opportunities, and provide actionable insights to product teams for feature enhancements and bug resolution.
Customer Relationship Management: Build and maintain positive relationships with users, ensuring a high level of customer satisfaction and retention.

Content Testing and Quality Assurance (30%):

Content Testing: Test new content to ensure it is accurate, is working well, and maintains our high bar for quality. Identify and document content errors, inconsistencies, or technical issues, working closely with content creators and developers to resolve them.
Content Feedback: Provide constructive feedback to content creators on how to improve the quality and effectiveness of educational materials.
Quality Assurance: Perform quality assurance testing on new content and product features before release to ensure they meet quality and learning standards and provide a seamless user experience.
Collaboration: Work collaboratively with content creators, and the product team to ensure timely resolution of issues and successful deployment of content updates.

Production and Operations Support (20%)

With an in-depth understanding of our product and customers, this role will also work on special projects to support the operations of the Khan Kids team. For example, you might provide support on marketing execution (e.g., copywriting for campaigns or articles) or production needs (audio or thumbnail production).

WHAT YOU BRING

Minimum of 2-3 years of experience in customer support, quality assurance, or a related field.
Excellent problem-solving and troubleshooting skills.
Strong communication skills, both written and verbal.
Understanding of early learning and/or early childhood development.
Attention to detail with a focus on content accuracy and quality.
Ability to work independently and manage multiple tasks simultaneously.
Familiarity with customer support tools (e.g., Zendesk) and QA testing tools.
Customer-focused with a passion for helping others.
Analytical mindset with a keen eye for detail.
Ability to thrive in a fast-paced, dynamic environment.
A collaborative team player with a proactive approach to problem-solving.
Experience as a teacher or with schools is a plus.
Experience with educational technology and Clever integration is a plus.
Spanish language proficiency is a plus.

PERKS AND BENEFITS

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

Competitive salaries
Ample paid time off as needed – Your well-being is a priority.
Remote-first culture - that caters to your time zone, with open flexibility as needed, at times
Generous parental leave
An exceptional team that trusts you and gives you the freedom to do your best
The chance to put your talents towards a deeply meaningful mission and the opportunity to work on high-impact products that are already defining the future of education
Opportunities to connect through affinity, ally, and social groups
And we offer all those other typical benefits as well: 401(k) + 4% matching & comprehensive insurance, including medical, dental, vision, and life

At Khan Academy we are committed to fair and equitable compensation practices, the well-being of our employees, and our Khan community. This belief is why we have built out a robust Total Rewards package that includes competitive base salaries, and extensive benefits and perks to support physical, mental, and financial well-being.

The target salary range for this position is $77,600 - $93,988 USD. The pay range for this position is a general guideline only. The salary offered will depend on internal pay equity and the candidate’s relevant skills, experience, qualifications, and job market data. Exceptional performers in this role who make an outsized contribution can make well in excess of this range. Additional incentives are provided as part of the complete total rewards package in addition to comprehensive medical and other benefits.

MORE ABOUT US

OUR COMPANY VALUES

Live & breathe learners

We deeply understand and empathize with our users. We leverage user insights, research, and experience to build content, products, services, and experiences that our users trust and love. Our success is defined by the success of our learners and educators.

Take a stand

As a company, we have conviction in our aspirational point of view of how education will evolve. The work we do is in service to moving towards that point of view. However, we also listen, learn and flex in the face of new data, and commit to evolving this point of view as the industry and our users evolve.

Embrace diverse perspectives

We are a diverse community. We seek out and embrace a diversity of voices, perspectives and life experiences leading to stronger, more inclusive teams and better outcomes. As individuals, we are committed to bringing up tough topics and leaning into different points of view with curiosity. We actively listen, learn and collaborate to gain a shared understanding. When a decision is made, we commit to moving forward as a united team.

Work responsibly and sustainably

We understand that achieving our audacious mission is a marathon, so we set realistic timelines and we focus on delivery that also links to the bigger picture. As a non-profit, we are supported by the generosity of donors as well as strategic partners, and understand our responsibility to our finite resources. We spend every dollar as though it were our own. We are responsible for the impact we have on the world and to each other. We ensure our team and company stay healthy and financially sustainable.

Bring out the joy

We are committed to making learning a joyful process. This informs what we build for our users and the culture we co-create with our teammates, partners and donors.

Cultivate learning mindset

We believe in the power of growth for learners and for ourselves. We constantly learn and teach to improve our offerings, ourselves, and our organization. We learn from our mistakes and aren’t afraid to fail. We don't let past failures or successes stop us from taking future bold action and achieving our goals.

Deliver wow

We insist on high standards and deliver delightful, effective end-to-end experiences that our users can rely on. We choose to focus on fewer things — each of which aligns to our ambitious vision — so we can deliver high-quality experiences that accelerate positive measurable learning with our strategic partners.

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. We value diversity, equity, and inclusion, and we encourage candidates from historically underrepresented groups to apply.

As part of this commitment, Khan Academy will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact careers@khanacademy.org

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Customer Support and Content Testing Specialist, Khan Kids