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.Â
- 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.