Outschool
Support Escalations Specialist (6-Month Contract)
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · Remote (U.S.); San Francisco
Employer listed it 7 weeks ago · Added 4 days ago
Been open since 7 weeks ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Hybrid · Remote (U.S.); San Francisco
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $90k–$145k a year, a typical range taken from 290 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around Remote (U.S.); San Francisco, Remote (U.S.), San Francisco (Hybrid), so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "Remote (U.S.); San Francisco, Remote (U.S.), San Francisco (Hybrid)"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
The Company:
Outschool’s mission is to inspire kids to love learning. In our fast-changing world, the traditional educational system struggles to meet the diverse and evolving needs of young learners. Outschool reimagines this system, offering flexible and engaging learning experiences as a supplement and alternative to traditional education. By connecting learners with a global community of teachers and peers through our online platform, we make learning personal, dynamic, and deeply human.
We've made significant strides since launching our marketplace of live online classes in 2017. Finding initial success with secular homeschoolers, we then expanded to enrichment learning to meet the needs of a wider audience, growing our business 16x since 2019. Post-pandemic, we have evolved our platform to power academic learning, incorporated AI, and have begun to grow our international community. We're proud to have served over 1.5M passionate learners with more than $100M in annual bookings.
Driving disruptive, positive change in education is rewarding and hard. Outschool team members are encouraged to challenge themselves, take risks, and grow in their careers. We look for talented people whose sense of urgency, innate curiosity, and determination to drive impact will help Outschool achieve outsized results in pursuit of our mission. We invite you to be part of an ambitious team dedicated to ensuring every learner can navigate the future with curiosity, resilience, and a love of learning.
About The Role:
As part of the CX team, you'll handle escalated tickets from parents and teachers - the ones without an obvious answer, where you'll be making independent judgment calls without a playbook for every situation. You'll also occasionally handle Trust & Safety escalations, which can include sensitive content. We're looking for someone with strong investigative, decision-making, and writing skills who thrives on resolving complex, ambiguous issues in a fast-paced environment.
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.
Core 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
Desired Experience & Skills:
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
Nice to Haves:
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
Hours and Compensation:
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
Benefits
- ·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.
- ·Benefits & Culture:
- ·At Outschool, we believe that taking care of one another enables us to do our best work. To us that means:
- ·Shared Financial Success: Competitive salaries, stock options, and retirement plans
- ·Health: Comprehensive medical, dental, vision, disability, and life insurance
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Outschool, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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Free to apply, no account needed.
Typically $90k to $145k per year · You'll be taken to the employer's careers page.