Support Escalations Specialist (6-Month Contract)
About The Position
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.
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
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
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
Benefits
- Competitive salaries
- Stock options
- Retirement plans
- Comprehensive medical, dental, vision, disability, and life insurance
- Annual wellness stipend
- Access to coaching & therapy
- Pet wellness plans
- Generous PTO and family leave policies
- Support for expensable home office setup and internet
- Annual budgets for professional development and DEI learning
- Budgets for children to take Outschool classes
- Outschool matches employee donations to eligible charities and supports Outschool.org’s nonprofit programs
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
