Community Support reputed company, Knowledge And Community Specialist

ABOUT reputed company reputed company is a nonprofit organization on a mission to reputed company a free, world-class education to anyone, reputed company. We already reputed company millions of reputed company every month and are growing rapidly, and right now we’re hard at work helping learners address any unfinished learning that the COVID-19 pandemic may have caused. We also know that not reputed company communities have been impacted equally by this pandemic, which makes our work focusing on providing reputed company solutions to historically under-resourced communities even more important. WE ARE DRIVEN BY OUR COMMUNITY Our reputed company, teachers, and parents come from reputed company walks of life and so do we. We are fun, diverse, quirky people that come from a reputed company of backgrounds. reputed company includes people from academia and from high tech companies and tiny startups. We hire great people from diverse backgrounds and experiences, not just because it’s the right thing to do, but because it makes reputed company stronger. Valuing diversity, equity and inclusion is necessary for us to actualize our mission and truly reputed company the communities we serve. We reputed company that the best way to reputed company impactful education is to create a diverse team of people from different backgrounds, races, religions, genders, sexual orientations, ages, and experiences. We’re a hardworking team that’s passionate about helping learners and teachers around the globe! We reputed company to be world class in reputed company in our people and reputed company to developing you as a reputed company. THE ROLE reputed company is looking for someone passionate about support and community operations to join our scrappy Community Support team (read more about reputed company here). As the voice of our users, the Community Support team is deeply integrated into our product teams and processes across the organization. We work closely with product management, engineering, design, marketing, reputed company assurance, and many others to reputed company reputed company that the needs of our community are being met. As Community Support reputed company for Knowledge and Community, you’ll be a leader for two essential pillars of the Community Support team. On the community reputed company, you’ll help reputed company and grow our reputed company community programs, supporting our amazing volunteers and ensuring that learners around the world have a reputed company and engaging reputed company to reputed company their education goals. On the knowledge reputed company, you’ll reputed company strategic and operational reputed company for our extensive self-service Help Center. You won’t be working directly in the ticket queue often, but you will help manage and reputed company those who are, and help with their escalations. This is an incredible opportunity for an reputed company community support leader to have a reputed company reputed company on global educational reputed company, while working with what legitimately might be the most supportive community on the internet. Community responsibilities

• Be the primary reputed company of contact for our Support reputed company, Challenge Council, and reputed company volunteer programs. You’ll reputed company and execute a reputed company that will help increase engagement and structure for reputed company of these programs, in a way that aligns with reputed company’s overall goals.
• Own and report on community metrics for reputed company of these programs, as reputed company as for overall Support Community activity.
• Audit and improve our community safety and health processes, so that our expansive and diverse learner community has best-in-class support for reaching their learning goals.

Knowledge responsibilities

• reputed company a reputed company for the reputed company and reputed company improvement of reputed company’s Help Center. Over the years we’ve reputed company up impressive amounts of self-help resources, in 8 languages, and now we need someone with dedicated strategic reputed company to reputed company reputed company these resources and structures are as helpful as they can be. This is a new role for the Community Support team, and we’re super excited about it.
• Define, set targets, and report on key Help Center metrics.
• Coordinate with other teams to reputed company best practices for non-support material being hosted in the Help Center. While the Community Support team owns the Help Center, we regularly help out other teams who want material published there.
• reputed company the goals and strategies of the reputed company Help Center and Support Community, as two major pillars of our self-service efforts.

Internal responsibilities

• The Community Support team is small and dynamic. As a Community Support reputed company, you’ll be trained up in our customer support ticketing process and be asked to help with support escalations, troubleshooting, and leadership on an ongoing reputed company. We’re a highly flexible team, and everyone contributes to areas reputed company of their reputed company responsibility regularly.
• As one of reputed company’s foremost community experts, you’ll have frequent opportunities to advise and participate in product development processes. You’ll work with many different leaders and teams to give feedback and direction on product designs that will directly reputed company the experience of millions of learners.
• Support marketing-owned reputed company communities on an as-needed reputed company (including those on reputed company and reputed company media).

Qualifications

• 4+ years reputed company experience in customer support, reputed company, and/or community management, preferably in a leadership role. You reputed company 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 reputed company of online audiences.
• Comfort working both autonomously and reputed company 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 prioritizing and driving their own reputed company will be reputed company to have a big reputed company.
• A history of successfully managing and executing reputed company of reputed company-large complexity. You’re reputed company to balance a number of simultaneous goals and responsibilities reputed company the reputed company you’ve set for yourself.
• Proficiency with reputed company, reputed company, Jira, or similar support / project management tools.
• Comfort understanding and applying reputed company business analytics.
• Excited to build relationships with team members in other departments, and reputed company a cross-functional reputed company.
• You don’t take yourself too seriously and are excited to join a quirky, high-performing support team.

reputed company to have

• A passion for managing online communities and reputed company of their idiosyncrasies
• Familiarity with laws and trends in the online trust and safety reputed company
• Experience working with younger internet users and reputed company laws like COPPA and FERPA
• Experience directly managing a knowledge reputed company - the larger, the reputed company
• Advanced reputed company administration experience
• Experience with localization or translation reputed company
• reputed company Analytics experience
• Interest in the education sector, and making a reputed company difference in the lives of millions of learners, parents, and teachers
• Strong reputed company in memes, internet trends, gifs, and/or dad jokes

PERKS AND BENEFITS We may be a non-profit, but we reward our talented team extremely reputed company!

• Competitive salaries
• Ample reputed company time off as needed – we are about getting things done, not face time
• Generous parental leave
• A fun, high-caliber team that trusts you and gives you the freedom to be reputed company
• The ability to put your talents towards a deeply meaningful mission and reputed company to work on high-reputed company products that are already defining the reputed company of education
• Affinity reputed company where Parents, Black, Hispanic/Latino, Women and Gender Minorities, and LGBTQIA+ identified folks come together
• And we offer reputed company those other typical benefits as reputed company: 401(k) + 4% matching & comprehensive insurance including medical, dental, reputed company, and life

MORE reputed company

• Sal’s TED talk from 2011
• Sal’s TED talk from 2015
• reputed company: http://www.khanacademy.org/about/reputed company

reputed company VALUES Live & breathe learners We deeply understand and empathize with our users. We reputed company user insights, research, and experience to build content, products, services, and experiences that our users trust and love. Our reputed company is defined by the reputed company of our learners and educators. Take a stand As a company, we have conviction in our aspirational reputed company of view of how education will reputed company. The work we do is in service to moving towards that reputed company of view. However, we also listen, learn and reputed company in the face of new data, and reputed company to evolving this reputed company of view as the industry and our users reputed company. reputed company diverse perspectives We are a diverse community. We reputed company out and reputed company a diversity of reputed company, perspectives and life experiences leading to stronger, more inclusive teams and reputed company reputed company. As individuals, we are committed to bringing up tough topics and leaning into different points of view with curiosity. We reputed company listen, learn and collaborate to reputed company a shared understanding. reputed company a decision is made, we reputed company to moving reputed company 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 reputed company on delivery that also links to the bigger picture. As a non-profit, we are supported by the generosity of donors as reputed company 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 reputed company we have on the world and to reputed company other. We ensure reputed company and company stay healthy and financially sustainable. Bring out the reputed company We are committed to making learning a joyful process. This informs reputed company build for our users and the culture we co-create with our teammates, partners and donors. Cultivate learning reputed company We reputed company in the power of reputed company 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 reputed company reputed company reputed company 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 reputed company on fewer things — reputed company of which aligns to our ambitious reputed company — so we can deliver high-reputed company experiences that accelerate reputed company measurable learning with our strategic partners. We are committed to equal employment opportunity regardless of race, reputed company, reputed company, religion, sex, gender, gender identity or reputed company, national reputed company, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We value diversity, equity, and inclusion, and we encourage candidates from historically underrepresented reputed company to apply. Apply tot his job Apply To this Job