Support Escalations Associate

As part of the Support Escalations team, you will help ensure every parent, teacher, and learner in the Outschool community has a great experience. You’ll become an expert in Outschool’s inner workings, handling escalated customer tickets and supporting QA of other conversations. We’re looking for someone with strong investigative, decision-making, and writing skills who can work independently to resolve complex, ambiguous issues in a fast-paced environment.

Core Responsibilities:

• Provide product support to parents and teachers, primarily via email
• Handle escalated customer support tickets with empathy and sound judgment
• Review and score agent responses for accuracy, tone, and clarity
• Support QA of customer conversations to ensure consistency and excellence
• Take on additional CX responsibilities as needed to help Outschool operate smoothly

Desired Experience & Skills: 

• Quick learner with a passion for Outschool
• Excellent written communication skills
• Strong investigative and decision-making abilities; comfortable working independently
• Thrives in a fast-changing environment, with a track record of adapting to new products and features

Nice to Have:

• Experience in K–12 education
• Startup experience
• Bachelor of Arts degree
• Background in escalated support or QA of customer interactions

Compensation and Benefits: 

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