Handle escalated support tickets from parents and teachers via email, investigate ambiguous situations, make independent judgment calls, occasionally manage Trust & Safety issues involving sensitive content, communicate outcomes clearly, and share feedback with the CX team.
The Company:
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 1.5M 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 CX team, you'll handle escalated tickets from parents and teachers - the ones without an obvious answer, where you'll be making independent judgment calls without a playbook for every situation. You'll also occasionally handle Trust & Safety escalations, which can include sensitive content. We're looking for someone with strong investigative, decision-making, and writing skills who thrives on resolving complex, ambiguous issues in a fast-paced environment.
We prioritize candidates based in the San Francisco Bay Area. That said, we are open to candidates outside the Bay Area based on experience and fit.
Core 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
Desired Experience & Skills:
- 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
Nice to Haves:
- Experience in K–12 education
- Startup experience
- Prior experience with escalated support tickets
- Prior exposure to Trust & Safety, content moderation, or other judgment-heavy work
Hours and Compensation:
- Outschool recruits across the U.S. and Canada. This role is anticipated to work 35-40 hours per week, with an anticipated hourly rate of $25.00.
Benefits:
- 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.
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, and retirement plans
- Health: Comprehensive medical, dental, vision, disability, and life insurance
- Wellness: Annual wellness stipend, access to coaching & therapy, and pet wellness plans
- PTO & Family Benefits: Generous PTO and family leave policies
- Hybrid & Remote-Friendly: Outschool has a distributed team across the U.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.
- 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
Outschool is an equal opportunity employer. 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 [email protected].
Benefits packages are included for full-time employees only. Please note benefits and perks may vary for employees based outside of the US and Canada.
Full-time employees must be a citizen or legal residents of the U.S. or Canada and reside in U.S. or Canada, unless specifically indicated otherwise.
Once you submit your application, Outschool will process your personal data to evaluate your candidacy for employment. Unless specifically indicated otherwise, we hire employees only in the U.S. and Canada. 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. You may opt out of this at any time. Please see our Employee/Applicant Privacy Notice for more detailed information. If applicable, as you progress through the process, we will be clear about what information is being asked for and what happens with that information.
Outschool San Francisco, California, USA Office
425 2nd St, San Francisco, CA, United States
Similar Jobs
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Maintain data integrity and quality through advanced testing and validation of ETL pipelines. Analyze complex data issues, build solutions, mentor junior staff, engage with clients, and support continuous improvement across data management, governance, and pipeline orchestration.
Top Skills:
Apache AirflowAWSAws GlueAzureETLInformatica Data Quality (Idq)PrefectPythonQlikSnowflakeSQL
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
The IT Infrastructure Managed Services Director leads cloud and network architecture solutions, drives business growth, and mentors teams, ensuring exceptional service delivery and client satisfaction.
Top Skills:
Cloud ArchitectureInfrastructure SolutionsNetwork Architecture
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Design and improve user experiences for human-AI systems by conducting research, usability testing, creating personas and prototypes, collaborating with cross-functional teams, analyzing trends, and building client relationships to deliver human-centered design solutions.
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
