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Work from Home Providing Email Support to Parents & Educators Outschool
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by Chris Durst Oct. 17, 2023
| As we write, this job listing is online and applications appear to be open. But jobs can fill at any time, so apply or share quickly if you’re interested! Sorry, but we have no role in the HR processes of other companies. If you encounter difficulties in the application process please contact them directly. Good luck in your hunt, and may you be working from home soon! |
Outschool, an online marketplace of virtual classes for children, has posted a work from home Support Escalations Specialist to their careers page.
In this role, you would, “Provide email support to parents and educators with complex and escalated product issues,” and reduce the percentage of escalated tickets.
Applicants should have excellent written and verbal communication skills. Other desired skills and experience are outlined in the full job description.
This role is open to candidates from the US and Canada. Pay is not posted for all states and provinces, however, the range for those listed is $67,500-$90,000 annually.
Benefits for full-time employees include, health and wellness, PTO and family benefits, and more.
Here’s what the company has posted about this opportunity:
Outschool has been named Fast Company’s most innovative EdTech company in the world, and one of the top ten best startups for women from Elpha. Outschool has also been one of BuiltIn’s Best Remote Places to Work for the last two years and has appeared on Y Combinator’s Top Companies list for the last three years.
The Role
As part of the Support Escalations team, you will play a central role in enhancing the Outschool customer experience. Your primary focus will be to minimize ticket escalations and identify opportunities to increase efficiencies in our support workflows. By collaborating with our outsourced team of agents and harnessing the power of AI, you’ll aim to reduce the percentage of escalated tickets. Your critical thinking skills will be crucial in pinpointing opportunities for the Support team to become more efficient, ultimately providing top-tier service. Your contributions will be instrumental in shaping a seamless educational experience for our community while optimizing support operations.
CORE RESPONSIBILITIES:
- Provide email support to parents and educators with complex and escalated product issues
- Reduce the percentage of escalated tickets by developing strategies to tackle recurring challenging issues at their root, ensuring that similar cases can be efficiently handled by our outsourced team or AI in the future
- Play an active role in training our outsourced agents handling escalated cases
- Apply critical thinking to identify opportunities for enhancing the efficiency of workflows and processes for escalated tickets
- Advocate for reducing friction in the customer experience by proactively identifying and surfacing pain points
DESIRED EXPERIENCE & SKILLS:
- Demonstrated experience as a top performer in customer support, specializing in reducing ticket escalations and driving operational efficiencies
- Proven ability to handle complex and escalated customer issues with a track record of finding solutions that minimize escalations
- Ability to quickly learn and demonstrate a passion for Outschool
- Excellent verbal and written communication skills
- Thriving in a rapidly shifting dynamic environment, track record of keeping up with product changes and evolving support processes
Outschool recruits across the US and Canada, and sets employee salaries to reflect local compensation and cost of living. For New York and California candidates, as well as candidates based in Seattle, WA the salary range for this role would be $75,000-$90,000 USD.
For Washington candidates outside of Seattle, as well as Colorado candidates, the salary range for this role would be $67,500-$81,000 USD.
OUTSCHOOL CARES:
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 investment plans that make saving for retirement easier.
- Health & Wellness: Comprehensive health, dental, vision, disability, and life insurance coverage options for employees and their families. Our medical benefits include fertility and family planning coverage. We also provide employees with online access to coaching and therapy sessions through our partner, ModernHealth.
- PTO & Family Benefits: PTO and family leave enable our team to take the time that we need to recharge, relax, and spend time with family and friends.
- Fully Distributed: With a team distributed across the US and Canada, we create a remote culture through expensable weekly meals, virtual events, expensable home office setup, and internet allowance.
- Lifelong Learners: Annual budgets to self-direct our professional development as well as DEI learning. There’s also a budget for employees’ learners to take classes on Outschool!
- Community Impact: Outschool matches employee donations to established charities and has committed to support Outschool.org’s non-profit 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.
Outschool is committed to providing reasonable accommodations to neurodiverse individuals, applicants with physical and mental disabilities, and disabled veterans. For individuals who would like to request an accommodation, you may reach out to us at [email protected] or through your Recruiting point of contact as you schedule your initial interview.
Benefits packages are included for full-time employees only.
Full-time employees must be a citizen or legal residents of the U.S. or Canada and reside in U.S. or Canada.
CLICK HERE for full details and to apply. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, like our Facebook page. Good luck as you make your work from home plans a reality!
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