Fast Facts

Join Outschool as a Customer Support Representative focusing on escalations, where you'll provide top-notch support to parents and teachers through chat and email.

Responsibilities: Provide product support via chat and email, resolve inquiries with empathy, handle complex situations, and adapt to new workflows.

Skills: Strong writing and investigative skills, ability to make independent decisions, and adaptability in a fast-paced environment.

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

Location: Remote position available in the U.S. and Canada, requiring flexibility for weekend hours.

Compensation: $20 - $25 / Hourly

About The Role

As part of the Customer Support team, you will help ensure every parent, teacher, and learner in the Outschool community has a great experience. We’re hiring multiple Customer Support Representatives who will become experts in Outschool’s inner workings, primarily handling customer support conversations via chat and email. We’re looking for people with strong investigative, decision-making, and writing skills who can work independently to resolve complex, sometimes ambiguous issues in a fast-paced environment.

Core Responsibilities:

Provide high-quality product support to parents and teachers, primarily via chat and email
Resolve customer inquiries with empathy, clarity, and sound judgment
Handle more complex or sensitive support situations, escalating internally when appropriate
Follow established workflows while adapting to new products, tools, and policies
Take on additional CX-related tasks as needed to support team operations

Desired Experience & Skills:

Quick learner with a passion for Outschool
Strong written communication skills with a customer-first mindset
Comfortable working independently and making decisions within defined guidelines
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 degree
Background in escalated support or QA of customer interactions
Technical aptitude or experience supporting software products with complex workflows

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 $20 - 25.
Hours are flexible within daytime US based hours and will include 1 weekend day.

Escalations EdTech Jobs

Customer Support Representative - Escalations [Contract]