25–25 USD / hour
Support Escalations Specialist (6-Month Contract)
Customer successRemote — U.S.
Published on 2026-04-22
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About this role
The Support Escalations Specialist will handle escalated customer support tickets and investigate ambiguous situations. This role prioritizes resolving complex issues while making independent judgment calls under time pressure.
About the company
Outschool is an online learning marketplace with live classes for kids taught by independent educators. It connects families with flexible educational experiences outside traditional school.
What you'll do
- Resolve escalated customer support tickets from parents and teachers
- Investigate ambiguous situations and make sound decisions
- Handle Trust & Safety escalations with sensitive content
- Communicate outcomes clearly to customers
- Share feedback from ticket work with the CX team
What we're looking for
- Strong written communication for difficult conversations
- Ability to make decisions under ambiguity
- Comfortable engaging with sensitive content
- Experience working independently in a remote environment
Nice to have
- Experience in K–12 education
- Startup experience
- Prior experience with escalated support tickets
- Exposure to Trust & Safety or content moderation