Outschool

Outschool

Support Escalations Specialist (6-Month Contract)

Remote (U.S.); San Francisco · Contract

Sponsorship not specified$35k-$40kDetected 39 days ago
Customer SupportCommunicationMentoringWriting

About the role

  • As part of the CX team, you'll handle escalated tickets from parents and teachers - the ones without an obvious answer, where you'll be making independent judgment calls without a playbook for every situation.
  • You'll also occasionally handle Trust & Safety escalations, which can include sensitive content.
  • We're looking for someone with strong investigative, decision-making, and writing skills who thrives on resolving complex, ambiguous issues in a fast-paced environment.

Responsibilities

  • Resolve escalated customer support tickets from parents and teachers, primarily via email
  • Community Impact: Outschool matches employee donations to eligible charities and supports Outschool.org's nonprofit programs

Requirements

  • Full-time employees must be a citizen or legal residents of the U.S. or Canada and reside in U.S. or Canada, unless specifically indicated otherwise.

Skills

  • Strong written communication, especially for difficult or sensitive conversations
  • Judgment under ambiguity: you can make a decision, explain your reasoning, and keep moving
  • Able to engage with occasional heavy content without it derailing your work
  • Comfortable working independently in a remote, fast-paced environment
  • Nice to Haves:
  • Experience in K-12 education
  • Startup experience
  • Prior experience with escalated support tickets
  • Prior exposure to Trust & Safety, content moderation, or other judgment-heavy work
  • Desired Experience & Skills:

Compensation

  • Outschool recruits across the U.S. and Canada. This role is anticipated to work 35-40 hours per week, with an anticipated hourly rate of $25.00.

Benefits

  • As a contractor, benefits are not included
  • however, a full benefits package would be available if converted to a full-time employee.
  • Benefits & Culture:
  • Shared Financial Success: Competitive salaries, stock options, and retirement plans
  • Health: Comprehensive medical, dental, vision, disability, and life insurance
  • Wellness: Annual wellness stipend, access to coaching & therapy, and pet wellness plans
  • PTO & Family Benefits: Generous PTO and family leave policies
  • Bay Area-based employees work in the office part of the week and receive commute-related benefits.
  • Lifelong Learners: Annual budgets for professional development and DEI learning
  • We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • Team members outside the Bay Area remain fully remote, with support for expensable home office setup and internet to stay connected no matter where you are.

Company info

  • Outschool's mission is to inspire kids to love learning.
  • In our fast-changing world, the traditional educational system struggles to meet the diverse and evolving needs of young learners.
  • Outschool reimagines this system, offering flexible and engaging learning experiences as a supplement and alternative to traditional education.
  • By connecting learners with a global community of teachers and peers through our online platform, we make learning personal, dynamic, and deeply human.
  • We've made significant strides since launching our marketplace of live online classes in 2017.
  • Finding initial success with secular homeschoolers, we then expanded to enrichment learning to meet the needs of a wider audience, growing our business 16x since 2019.
  • Post-pandemic, we have evolved our platform to power academic learning, incorporated AI, and have begun to grow our international community.
  • We're proud to have served over 1.5M passionate learners with more than $100M in annual bookings.
  • Driving disruptive, positive change in education is rewarding and hard.
  • Outschool team members are encouraged to challenge themselves, take risks, and grow in their careers.
  • We look for talented people whose sense of urgency, innate curiosity, and determination to drive impact will help Outschool achieve outsized results in pursuit of our mission.
  • We invite you to be part of an ambitious team dedicated to ensuring every learner can navigate the future with curiosity, resilience, and a love of learning.
  • We prioritize candidates based in the San Francisco Bay Area. That said, we are open to candidates outside the Bay Area based on experience and fit.
  • That said, we are open to candidates outside the Bay Area based on experience and fit.

Equal opportunity

  • equal opportunity employer.
  • If you require a reasonable accommodation to participate in the job application or interview process, please contact recruiting@outschool.com.

Visa & Work Authorization

  • You may opt out of this at any time.
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This listing is sourced directly from Outschool's careers page and normalized into a canonical job model.