Support Escalations Specialist (6-Month Contract)

Outschool

Job Location:

San Francisco, CA - USA

Monthly Salary: Not Disclosed

Posted on: 6 days ago

Vacancies: 1 Vacancy

Job Summary

The Company:

Outschools mission is to inspire kids to love 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.

Weve 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. Were proud to have served over 1M 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.

About The Role:

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

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.

Core Responsibilities:

Resolve escalated customer support tickets from parents and teachers primarily via email
Investigate ambiguous situations and make sound decisions under time pressure
Handle occasional Trust & Safety escalations which may involve sensitive content including reports related to minors self-harm or abuse
Communicate outcomes clearly and with care including when the answer isnt what the customer hoped for
Share useful context and feedback from your ticket work with the broader CX team

Desired Experience & 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 K12 education
Startup experience
Prior experience with escalated support tickets
Prior exposure to Trust & Safety content moderation or other judgment-heavy work

Hours and 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:

This is a contract role. As a contractor benefits are not included; however a full benefits package would be available if converted to a full-time employee.

Benefits & Culture:

At Outschool we believe that taking care of one another enables us to do our best work. To us that means:

Shared Financial Success: Competitive salaries stock options retirement plans.
Health & Wellness: Comprehensive medical dental vision disability and life insurance plus fertility/family planning coverage and access to ModernHealth coaching & therapy.
PTO & Family Benefits: Generous PTO and family leave policies.
Hybrid & Remote-Friendly: Outschool has a distributed team across the U.S. and Canada and a new office in San Francisco. Bay Areabased employees work in the office part of the week and receive commute-related benefits. Team members outside the Bay Area remain fully remote with support for expensable home office setup internet and weekly meals to stay connected no matter where you are.
Lifelong Learners: Annual budgets for professional development and DEI learning; budgets for children to take Outschool classes.
Community Impact: Outschool matches employee donations to eligible charities and supports nonprofit programs.

Outschool is an equal opportunity employer. We view diversity as a moral imperative and competitive advantage. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. We plan and structure our interviews to directly assess skills and experience.

If you require a reasonable accommodation to participate in the job application or interview process please contact .

Benefits packages are included for full-time employees only. Please note benefits and perks may vary for employees based outside of the US and Canada.

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.

Once you submit your application Outschool will process your personal data to evaluate your candidacy for employment. Unless specifically indicated otherwise we hire employees only in the U.S. and Canada. Applicants else where should be aware that we may discard your application upon submissionor we may ask if you would like us to retain it later should there be consideration (this is not typical at all). If you are selected for interviewing your data will be shared with interviewers and personnel involved in that process. If not hired your application will be retained for one year in case there is another suitable role. You may opt out of this at any time. Please see our Employee/Applicant Privacy Noticefor more detailed information. If applicable as you progress through the process we will be clear about what information is being asked for and what happens with that information.

Required Experience:

The Company:Outschools mission is to inspire kids to love 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 alternati...