Job Opportunity for Teacher Support Lead at Khan Academy in Delhi, Gurgaon, or Noida.

## 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, enabled by a strong on-the-ground team and operations. Our learning system is mastery based, allowing students to master key concepts at a pace that’s 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. 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. You will be responsible for planning and executing operations related to outbound communications to customers, including:

 

* 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 functions on CRM tools

* Defining success metrics and driving improvement in current outbound communication channel performance

 

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

 

**Please note that this is a 12-month contract role based in Delhi, Gurgaon, or Noida.**

 

**Responsibilities:**

 

* Create, in consultation with relevant internal teams, the outbound communication plan for each partner aligned with program goals.

* Ensure timely execution of the outbound communication plan, meeting quality standards.

* Manage dependencies with external stakeholders for outbound communications.

* Assess costing and financial impact of outbound communications.

* Maintain an up-to-date teachers directory.

* Assess the impact of communication and drive improvement on success metrics for outbound support health.

* Build new channels of outbound support (e.g., email-based outbound).

* Mentor and monitor support agents through feedback and reporting.

* Hire, train, and onboard support agents.

* Ensure proper knowledge management of support documents.

* Analyze and surface insights through teacher support data.

* Be part of the schools team that works with state governments to increase usage in public and government schools.

 

**Skills Required:**

 

* **Data Skills:** Comfortable working with data, performing exploratory analysis on data sets, making data-backed decisions, and sharing insights with the team.

* **Communication Skills:** Excellent oral communication skills for outbound calls, particularly for sensitive cases. Able to write concise, action-oriented updates on Slack and email for internal team consumption.  Expertise in crafting thorough knowledge management documents and creating exhaustive support team resources.  Fluency in English and Hindi, with the ability to create drafts for marketing materials.  Calm demeanor under pressure when handling irate customers.

* **Program Management Skills:** Ability to create working-backward plans from hard deadlines, independently drive projects, create self-monitoring checkpoints for projects, anticipate blockers and risks, and communicate them to stakeholders in time.  Capable of planning for alternative solutions and workarounds.

* **Stakeholder Management Skills:**  Ability to influence without authority, provide direction to internal stakeholders for CX improvement in outbound communication, and manage conflicting priorities within teams.

* **Bias for Action:** Favors action over inaction in the face of uncertainty.  Curious and comfortable running experiments to learn how to improve the impact of outbound comms.

 

**Contract Duration:** 12 months

 

**To Apply:**

 

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

 

**Learn More:**

 

* [Sal’s TED talk from 2011](http://www.ted.com/talks/salman_khan_let_s_use_video_to_reinvent_education)

* [Sal’s TED talk from 2015](http://www.ted.com/talks/sal_khan_let_s_teach_for_mastery_not_test_scores)

* [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)

 

**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.**