Support Escalations Specialist
OutschoolK-12 Education company
RemoteMid
Tiger Global Management
Lightspeed Venture Partners
Union Square Ventures
Reach Capital
Coatue Management
Bond Capital
Operations & Strategy
About the role
TL;DR
Resolve escalated customer support tickets and handle sensitive Trust & Safety escalations.
- •As part of the CX team, you'll handle escalated tickets from parents and teachers, making independent judgment calls without a playbook for every situation.
- •You'll also occasionally handle Trust & Safety escalations, which can include sensitive content.
- •Key Responsibilities Resolve escalated customer support tickets from parents and teachers, primarily via email Investigate ambiguous situations and make sound decisions under time pressure 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 isn't what the customer hoped for Share useful context and feedback from your ticket work with the broader CX team Requirements Strong written communication, especially for difficult or sensitive conversations Judgment under ambiguity: you can make a decision, explain your reasoning, and keep moving Able to engage with occasional heavy content without it derailing your work Comfortable working independently in a remote, fast-paced environment
Domain expertise
edtech