[Remote] Support Escalations Associate (Contract) at Outschool

United States

Outschool Logo
Not SpecifiedCompensation
N/AExperience Level
N/AJob Type
Not SpecifiedVisa
N/AIndustries

Requirements

  • Strong investigative and decision-making abilities
  • Excellent written communication skills
  • Comfortable working independently
  • Ability to handle complex, ambiguous issues
  • Experience in K–12 education (nice to have)
  • Experience in escalated support or QA of customer interactions (nice to have)
  • Bachelor of Arts degree (nice to have)
  • Background in Outschool or similar company (nice to have)

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
  • Support QA of customer conversations to ensure consistency and excellence
  • Take on additional CX responsibilities as needed to help Outschool operate smoothly
  • Investigate and resolve complex issues independently
  • Collaborate with team members to resolve customer issues
  • Develop and maintain knowledge of Outschool's inner workings

Skills

Outschool

Online platform for live K-12 classes

About Outschool

Outschool provides an online learning platform for children aged 3 to 18, offering live, interactive classes led by experienced educators. The platform is designed to enhance traditional schooling or support homeschooling by providing flexible learning options. Parents can browse and enroll their children in a variety of classes that cover academic subjects like math and science, as well as creative topics such as art and music. Outschool operates on a marketplace model, connecting teachers with students and generating revenue through class fees, taking a commission from each fee. This approach allows Outschool to offer a diverse range of classes tailored to the interests and needs of students. The company aims to expand its offerings and improve its platform, while also supporting educators through a dedicated fund.

San Francisco, CaliforniaHeadquarters
2015Year Founded
$233.6MTotal Funding
SERIES_DCompany Stage
EducationIndustries
1,001-5,000Employees

Benefits

Shared Financial Success - Competitive salaries, stock options and a 401(k) that makes saving for retirement easier.
Health and Wellness - Comprehensive health, dental, vision, disability, and life insurance coverage options for employees and their families. Our medical benefits include fertility and family planning coverage. We also provide employees with online access to coaching and therapy sessions through our partner, Modern Health.
PTO and Family Benefits - PTO and family leave enable our team to take the time that we need to recharge, relax, and spend time with family and friends.
Fully Distributed - With a team distributed across the US and Canada, we create a remote culture through expensable weekly meals, virtual events, expensable home office setup, and internet allowance.
Lifelong Learners - Annual budget to self-direct our professional development as well as DEI learning. There’s also a budget for employees’ learners to take classes on Outschool!
Community Impact - Outschool matches employee donations to established 501c3s, and has committed to donating $3M to Outschool.org non profit programs.

Risks

Increased competition from established tutoring platforms may impact Outschool's market share.
Recent layoffs could indicate financial instability or strategic restructuring challenges.
AI tool introduction may face resistance from educators concerned about teaching quality.

Differentiation

Outschool offers a unique marketplace model connecting teachers with students globally.
The platform provides a wide range of classes, from academics to creative pursuits.
Outschool's AI Teaching Assistant streamlines administrative tasks for educators.

Upsides

Outschool's partnership with OpenAI enhances its AI capabilities for educational tools.
The global online tutoring market growth supports Outschool's expansion into one-on-one tutoring.
Increased demand for personalized learning experiences boosts Outschool's market potential.

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