Remote Support Escalations Specialist (6-Month Contract)

Outschool’s mission is to inspire kids to love learning. 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.
Weve made significant strides since launching our marketplace of live online classes in 2017. Post-pandemic, we have evolved our platform to power academic learning, incorporated AI, and have begun to grow our international community. Were proud to have served over 1.5M passionate learners with more than $100M in annual bookings.
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. Youll also occasionally handle Trust & Safety escalations, which can include sensitive content. Were looking for someone with strong investigative, decision-making, and writing skills who thrives on resolving complex, ambiguous issues in a fast-paced environment.
Resolve escalated customer support tickets from parents and teachers, primarily via email
Handle occasional Trust & Safety escalations, which may involve sensitive content including reports related to minors, self-harm, or abuse
Communicate outcomes clearly and with care, including when the answer isnt what the customer hoped for
Able to engage with occasional heavy content without it derailing your work
Comfortable working independently in a remote, fast-paced environment
Prior experience with escalated support tickets
Prior exposure to Trust & Safety, content moderation, or other judgment-heavy work
This role is anticipated to work 35-40 hours per week, with an anticipated hourly rate of $25.00. 

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.

Shared Financial Success: Competitive salaries, stock options, and retirement plans.
Comprehensive medical, dental, vision, disability, and life insurance.
Generous PTO and family leave policies.
Hybrid & Remote-Friendly: S. and Canada and an 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 and internet to stay connected no matter where you are.
budgets for children to take Outschool classes.
Community Impact: Outschool matches employee donations to eligible charities and supports Outschool.We view diversity as a moral imperative and competitive advantage. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We plan and structure our interviews to directly assess skills and experience.
If you require a reasonable accommodation to participate in the job application or interview process, please contact packages are included for full-time employees only. Full-time employees must be a citizen or legal residents of the U.Once you submit your application, Outschool will process your personal data to evaluate your candidacy for employment. Applicants else where should be aware that we may discard your application upon submission or we may ask if you would like us to retain it later should there be consideration (this is not typical at all). If you are selected for interviewing, your data will be shared with interviewers and personnel involved in that process. If not hired, your application will be retained for one year in case there is another suitable role.