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Support Escalations Associate (Contract)

Remote (U.S. & Canada)

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 1M 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 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.

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, retirement plans.
  • Health & Wellness: Comprehensive medical, dental, vision, disability, and life insurance — plus fertility/family planning coverage and access to ModernHealth coaching & therapy.
  • PTO & Family Benefits: Generous PTO and family leave policies.
  • Hybrid & Remote-Friendly: Outschool has a distributed team across the U.S. and Canada and a new office in San Francisco. Bay Area–based employees work in the office part of the week and receive commute-related benefits. Team members outside the Bay Area remain fully remote, with support for expensable home office setup, internet, and weekly meals to stay connected no matter where you are.
  • Lifelong Learners: Annual budgets for professional development and DEI learning; budgets for children to take Outschool classes.
  • Community Impact: Outschool matches employee donations to eligible charities and supports Outschool.org’s nonprofit programs.

Outschool is an equal opportunity employer. We view diversity as a moral imperative and competitive advantage. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We plan and structure our interviews to directly assess skills and experience. 

If you require a reasonable accommodation to participate in the job application or interview process, please contact recruiting@outschool.com.
 
Benefits packages are included for full-time employees only. Please note benefits and perks may vary for employees based outside of the US and Canada.
 
Full-time employees must be a citizen or legal residents of the U.S. or Canada and reside in U.S. or Canada, unless specifically indicated otherwise. 
 
Once you submit your application, Outschool will process your personal data to evaluate your candidacy for employment. Unless specifically indicated otherwise, we hire employees only in the U.S. and Canada. Applicants else where should be aware that we may discard your application upon submission or we may ask if you would like us to retain it later should there be consideration (this is not typical at all).  If you are selected for interviewing, your data will be shared with interviewers and personnel involved in that process. If not hired, your application will be retained for one year in case there is another suitable role. You may opt out of this at any time. Please see our Employee/Applicant Privacy Notice for more detailed information. If applicable, as you progress through the process, we will be clear about what information is being asked for and what happens with that information.

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