Khan Academy - Senior Technical Support Specialist, Khan Kids
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Requirements
• 5+ years of experience in customer support, technical support, or a related field, ideally in an EdTech or consumer app environment. • Hands-on experience with Zendesk or a comparable support ticketing platform, including account configuration and management — not just day-to-day use. • Experience supporting educational deployments — including rostering platforms (e.g., Clever, ClassLink), mobile device management (e.g., JAMF, Mosyle), and admin consoles (e.g., Google Admin, Apple School Manager) — or a demonstrated ability to learn complex technical ecosystems quickly. • Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences. • Strong analytical mindset — comfortable using ticket data, trends, and user feedback to identify patterns and inform decisions. • Exceptional attention to detail and strong follow-through. • A self-starter who thrives with ownership and can manage multiple priorities in a fast-moving environment. • Motivated by the Khan Academy mission “to provide a free world-class education for anyone, anywhere." • Proven cross-cultural competency skills demonstrating self-awareness, awareness of other, and the ability to adopt inclusive perspectives, attitudes, and behaviors to drive inclusion and belonging throughout the organization. • A collaborative team player who works well across Product, Engineering, and Partnerships teams. • Familiarity with the Khan Academy Kids app and product. • Familiarity with AI tools (e.g., Claude, Cursor) for content creation and support workflows. • Spanish language proficiency. • Proximity to our San Mateo, CA office
Responsibilities
• The approximate time allocations below reflect a typical distribution, but will shift seasonally based on user needs. For example, during back-to-school season, district and partner support will naturally take a larger share of focus. • Grassroots User Support (~40%) • Own our Zendesk account end-to-end — managing inbound tickets from parents, teachers, and app store reviews with prompt, accurate, and empathetic responses, while also configuring workflows, macros, and tagging taxonomies to handle growing volume efficiently. • Define, track, and report on core support metrics — including first response time, resolution time, and ticket volume — using data and AI tools to surface patterns, drive process improvements, and bring structured insights to Product and Engineering. • Surface, replicate, and document user-reported bugs and ticket trends, serving as the go-between for users and the Product and Engineering teams to ensure issues are tracked, resolved, and informing the roadmap. • Maintain and improve our Help Center and technical user guides — writing and updating support articles, FAQs, troubleshooting guides, release notes, and device-specific resources (e.g., Google Admin Console guides for Chromebook deployments) — leveraging AI tools for efficient content creation. • Serve as first responder for user-facing incidents — coordinating with Engineering on triage, communicating status to affected users and partners, and documenting post-mortems. • Conduct regular testing of the Khan Kids app experience, including structured competitor analysis of peer apps, to proactively surface friction points and keep support content accurate as the product evolves. • Partner & District Support (~40%) • Support district rostering via Clever and manual methods, serving as a knowledgeable resource for district IT administrators navigating app deployment and setup. • Triage, test, and track technical support issues for district and school partners, leading technical support calls as needed to resolve complex issues. • Collaborate with our District Success Team to write and maintain district-facing support resources, ensuring partners have what they need to successfully deploy and scale Khan Kids in their schools. • Build and maintain positive relationships with district and school partners, ensuring a high level of satisfaction and long-term engagement • Product Release Support (~20%) • Partner with Product and Engineering to coordinate QA testing ahead of app updates, new features, and content launches — and develop corresponding support resources so users and partners are prepared from day one. • Maintain a close working relationship with the broader Khan Academy support team to align on tools, standards, and escalation processes.
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 • 8 pre-scheduled Wellness Days in 2026 occurring on a Monday or a Friday for a 3-day weekend boost • 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 compensation band for this role is $96,800 - $108,900 USD annually for candidates based in the United States and $130,807 - $147,158 CAD annually for candidates based in Canada. • 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.
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