Customer Support Representative
CUSTOMER EXPERIENCE – CUSTOMER SUPPORT
Outschool’s mission is to inspire kids to love learning. We believe the best way to do that is by linking learning to kids’ interests, connecting them with others who share those interests, and giving them the autonomy to pick their own path. We provide small group classes that meet over live video chat where learners are connected with teachers and classmates who share their interests. These classes are offered through our marketplace and conducted on our remote learning platform.
Our business is growing explosively and as of August, 500,000 learners have taken more than over 2M class hours. We’ve more than tripled our team since the beginning of 2020 from 25 to 80 to keep up with growth. We’ve raised $57M since founding with most of that still in the bank. Our sales have grown 2000% in the past year to reach a run-rate of more than $100M.
We’re an experienced team with past accomplishments at Airbnb, Square, Apple, Uber, Udemy, Amazon, Wikipedia, Google, and many startups. We came together because we wanted to make a difference in education and saw the opportunity to empower learners, teachers, and parents.
Now, in the face of mass school closures, our product and expertise have become central to many more families, teachers and organizations than ever before. We’re committed to access and impact so we founded outschool.org to offer financial assistance to families in need.
As part of the Customer Support Escalations team, you will help ensure we provide a great experience for every parent, teacher, and learner in the Outschool community. You will become an expert in Outschool’s inner workings so that you can help advise and resolve problems for both teachers and parents. We are looking for someone who has the critical thinking and problem-solving skills to handle our more complex, ambiguous tickets and will use these skills to provide consistent top-level service. Based on your communication with Outschool’s users, you will envision and advocate for ways to improve our service. As a member of our team, you will play a critical role in providing a world-class educational experience for our community.
Provide product support to parents and teachers, primarily via email
Resolve high volumes of challenging customer issues with superb attention to detail and empathy
Advocate for policies and product changes that balance the needs of parents, teachers, learners, and Outschool
Additional CX responsibilities as requested to help Outschool operate smoothly
DESIRED EXPERIENCE & SKILLS:
1+ year(s) as a top performer handling high volumes of tickets in a customer support capacity
Ability to quickly learn and demonstrate a passion for Outschool
Excellent written and verbal communication skills
Thrives in a rapidly shifting dynamic environment, has a track record of keeping up with new features and product changes
Bachelor of Arts degree
Experience in K-12 education
Outschool is an equal opportunity employer. We view diversity as a moral imperative and a 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 disabled veterans and applicants with physical and mental disabilities. If you need assistance due to a disability, you may contact us at firstname.lastname@example.org.
Must be a citizen or legal resident of the U.S. or Canada and reside in U.S. or Canada.