Support Escalations Associate

Outschool, Inc.; United States; Remote; USD 60,000 - 80,000; Part time

Job summary

A dynamic education company is seeking a Support Escalations Associate to provide product support to parents and teachers primarily via email. The role involves handling escalated customer support tickets with empathy and sound judgment, as well as reviewing and scoring agent responses. Ideal candidates are quick learners with strong investigative and decision-making skills, and a background in K-12 education is a plus.

Qualifications

• Experience in K-12 education is a plus.
• Background in escalated support or QA of customer interactions is preferred.

Responsibilities

• Provide product support to parents and teachers via email.
• Handle escalated customer support tickets with empathy and sound judgment.
• Review and score agent responses for accuracy, tone, and clarity.

Skills

Quick learner

Strong investigative abilities

Decision-making skills

Education

Bachelor of Arts degree

Job description

A company is looking for a Support Escalations Associate (Contract).

Key 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

Required Qualifications:

• Quick learner with a passion for the company
• Strong investigative and decision-making abilities
• Experience in K-12 education is a plus
• Background in escalated support or QA of customer interactions is preferred
• Bachelor of Arts degree is a nice to have