Support Escalations Associate, Outschool
Contract
Hourly rate of $25.00
Online interactive classes for children
Job no longer available
Online interactive classes for children
1001+ employees
Job no longer available
Hourly rate of $25.00
1001+ employees
Company mission
To inspire kids to love learning by linking learning to kids’ interests, connecting them with others who share those interests, and giving them the autonomy to pick their own path.
Role
Who you are
- We’re looking for someone with strong investigative, decision-making, and writing skills who can work independently to resolve complex, ambiguous issues in a fast-paced environment
- Quick learner with a passion for Outschool
- Excellent written communication skills
- Strong investigative and decision-making abilities; comfortable working independently
- Thrives in a fast-changing environment, with a track record of adapting to new products and features
Desirable
- Experience in K–12 education
- Startup experience
- Bachelor of Arts degree
- Background in escalated support or QA of customer interactions
What the job involves
- As part of the Support Escalations team, you will help ensure every parent, teacher, and learner in the Outschool community has a great experience
- You’ll become an expert in Outschool’s inner workings, handling escalated customer tickets and supporting QA of other conversations
- Provide product support to parents and teachers, primarily via email
- Handle escalated customer support tickets with empathy and sound judgment
- Review and score agent responses for accuracy, tone, and clarity
- Support QA of customer conversations to ensure consistency and excellence
- Take on additional CX responsibilities as needed to help Outschool operate smoothly
- Outschool recruits across the U.S. and Canada. This role is anticipated to work 35-40 hours per week
- This is a contract role
Application process
- We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications
Our take
The COVID19 pandemic saw radical changes to the needs of institutions, companies, and individuals. A few select businesses were, by chance, perfectly poised to meet them. One such company is Outschool. Its online platform for extracurricular classes is aimed at homeschooled students, a group that ballooned over 2020.
Outschool achieved Unicorn status in mid-2021, closing a $75M Series C round. The hope of Outschool, and the tele-teaching sector at large, is that lucrative investment rounds like this mean hybrid online/offline learning is here to stay. Certainly, Outschool enjoyed swift growth and a place in Y Combinator years before lockdown began. Importantly, it has maintained an encouraging level of growth as schools reopen, and is capitalizing on the shift towards hybrid learning.
With the development of alternative education post-pandemic, Outschool continues to remain committed to empowering parents wiand students with a variety of flexible and personalized learning opportunities. And with a successful 2024 under its belt, the future is sure to be one of even more growth for the company.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2021
$110m
SERIES D
Apr 2021
$75m
SERIES C
Total funding: $240.3m
Company benefits
- Share Financial Success: Stock options and a 401k that makes saving for retirement easier
- Health and 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 offer an additional wellness stipend and more resources related to mental and physical wellness
- PTO and Family Leave: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 virtual events as well as stipends for meals, remote work, and internet allowance. We offer an additional stipend for home office setup
- Lifelong Learners: Annual budget 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 501c3s, and has committed to supporting Outschool.org’s non-profit programs
Leadership
Amir Nathoo
(Co-Founder & Head)Amir studied at Cambridge before spending almost 5 years at IBM in Software Development, and working at WebMynd and Square. While working at Trigger Corp, where he worked for 5 years, he co-founded Outschool.
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