Fast Facts

Join Outschool as a Support Escalations Associate and help enhance customer experiences by handling escalated support tickets and conducting quality assurance on conversations.

Responsibilities: Provide product support via email, handle escalated customer support tickets, review agent responses, and support QA of customer interactions to ensure quality.

Skills: Strong investigative and decision-making skills, excellent written communication, ability to work independently, and adaptability to fast-changing environments.

Qualifications: Experience in K-12 education, startup experience, a Bachelor's degree, and background in escalated support or QA are preferred.

Location: Remote (U.S. & Canada)

Compensation: $25 - $25 / Hourly

About The Role: 

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.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on March 21, 2024.

Please see the independent bias audit report covering our use of Covey here.