Teacher Support Associate - Outbound 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 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.

Please note that this is a 12-month contract role.

Job Responsibilities

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

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 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

Contract Duration: 12 months

HOW TO APPLY

Please submit your resume and the assignment submission in the fields given. Please note that any submission without an assignment will not be considered.

LEARN MORE

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