Customer Support and Content Testing Specialist, Khan Kids

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