Support Escalations Specialist
New
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. 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. Team members outside the Bay Area remain fully remoteContract
SalaryAt least 25 USD per hour
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Written communicationCustomer support
Requirements
- 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
- 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
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 isn't what the customer hoped for
- Share useful context and feedback from your ticket work with the broader CX team
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