Remote Escalations Specialist – Investigative Support

Outschool; San Francisco (CA); Hybrid; USD 28,413 - 40,467; Part time

Benefits offered by this job

Competitive salaries

Stock options

Comprehensive health insurance

PTO and family leave policies

Annual wellness stipend

Job summary

Outschool is seeking a Customer Experience Specialist to join their team in San Francisco. In this role, you'll handle escalated tickets from parents and teachers, requiring excellent judgment and decision-making skills. Your ability to communicate effectively will be crucial, especially when dealing with sensitive topics. Candidates in the San Francisco Bay Area are prioritized, but all qualified applicants are welcome.

The position offers a flexible work environment with varying hours. A competitive hourly rate of $25 is anticipated, along with a range of potential perks and benefits.

Qualifications

• Strong written communication for sensitive conversations is essential.
• Ability to make decisions under ambiguous circumstances and explain reasoning clearly.
• Comfortable dealing with challenging content without derailing work.

Responsibilities

• Resolve escalated customer support tickets from parents and teachers via email.
• Investigate ambiguous situations and make sound decisions under time pressure.
• Handle Trust & Safety escalations involving sensitive content, including reports related to minors.

Skills

Strong written communication

Judgment under ambiguity

Ability to engage with heavy content

Comfortable working independently

Education

Experience in K–12 education

Job description

Outschool is seeking a Customer Experience Specialist to join their team in San Francisco. In this role, you'll handle escalated tickets from parents and teachers, requiring excellent judgment and decision-making skills. Your ability to communicate effectively will be crucial, especially when dealing with sensitive topics. Candidates in the San Francisco Bay Area are prioritized, but all qualified applicants are welcome.

The position offers a flexible work environment with varying hours. A competitive hourly rate of $25 is anticipated, along with a range of potential perks and benefits.