Customer Support Representative-Escalations

About The Role

As part of the Customer Support team, you will help ensure every parent, teacher, and learner in the Outschool community has a great experience. We're hiring multiple Customer Support Representatives who will become experts in Outschool's inner workings, primarily handling customer support conversations via chat and email. We're looking for people with strong investigative, decision-making, and writing skills who can work independently to resolve complex, sometimes ambiguous issues in a fast-paced environment.

Core Responsibilities:

• Provide high-quality product support to parents and teachers, primarily via chat and email
• Resolve customer inquiries with empathy, clarity, and sound judgment
• Handle more complex or sensitive support situations, escalating internally when appropriate
• Follow established workflows while adapting to new products, tools, and policies
• Take on additional CX-related tasks as needed to support team operations

Desired Experience & Skills:

• Quick learner with a passion for Outschool
• Strong written communication skills with a customer-first mindset
• Comfortable working independently and making decisions within defined guidelines
• 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 degree
• Background in escalated support or QA of customer interactions
• Technical aptitude or experience supporting software products with complex workflows

Hours and Compensation:

• Outschool recruits across the U.S. and Canada. This role is anticipated to work 35-40 hours per week, with an anticipated hourly rate of $
• Hours are flexible within daytime US based hours and will include 1 weekend day.