Support Escalations Specialist
New
O
OutschoolEdTech
Outschool recruits across the U.S. and Canada.Contract
Salary25 USD per hour
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Job Details
- Required Skills
- Written communicationCustomer support
Requirements
- Strong written communication, especially for difficult or sensitive conversations
- Ability to exercise judgment under ambiguity
- Capability to explain reasoning for decisions clearly
- Ability to engage with occasional heavy content without it derailing work
- Comfortable working independently in a remote, fast-paced environment
- Prior experience in K–12 education (nice to have)
- Prior startup experience (nice to have)
- Prior experience with escalated support tickets (nice to have)
- Prior exposure to Trust & Safety or content moderation (nice to have)
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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