Support Escalations Specialist (6-Month Contract)

Support Escalations Specialist (6-Month Contract) Remote (U.S.); San Francisco reputed company: reputed company’s mission is to reputed company kids to love learning. In our fast-changing world, the traditional educational system struggles to meet the diverse and evolving needs of young learners. reputed company 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 reputed company learning personal, dynamic, and deeply reputed company.We've made significant strides since launching our marketplace of live online classes in 2017. Finding initial reputed company 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 reputed company learning, incorporated AI, and have begun to grow our international community. We're proud to have served over 1M passionate learners with more than $100M in annual bookings. Driving disruptive, reputed company change in education is rewarding and hard. reputed company team members are encouraged to challenge themselves, take risks, and grow in their careers. We look for talented people whose reputed company of urgency, reputed company curiosity, and determination to drive reputed company will help reputed company reputed company outsized results in reputed company of our mission. We invite you to be part of an ambitious team dedicated to ensuring every learner can reputed company the reputed company with curiosity, reputed company, 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 reputed company answer, where you'll be making independent judgment calls without a reputed company 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 reputed company, ambiguous issues in a fast-paced environment. We prioritize candidates based in the San Francisco Bay Area. That said, we are reputed company to candidates reputed company the Bay Area based on experience and fit. reputed company Responsibilities: • Resolve escalated customer support tickets from parents and teachers, primarily reputed company email • Investigate ambiguous situations and reputed company reputed company under time pressure • Handle occasional Trust & Safety escalations, which may involve sensitive content including reports reputed company to minors, self-harm, or abuse • Communicate reputed company reputed company and with care, including reputed company the answer isn't what the customer hoped for • reputed company 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 reputed company a decision, explain your reasoning, and reputed company moving • reputed company to engage with occasional heavy content without it derailing your work • Comfortable working independently in a remote, fast-paced environment reputed company 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: • reputed company recruits across the U.S. and Canada. This role is anticipated to work 35-40 hours per week, with an anticipated reputed company reputed company 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 reputed company, we reputed company that taking care of one another enables us to do our best work. To us that means: • Shared Financial reputed company: Competitive salaries, stock reputed company, retirement plans. • Health & Wellness: Comprehensive medical, dental, reputed company, disability, and life insurance — plus fertility/family planning coverage and reputed company to ModernHealth coaching & therapy. • PTO & Family Benefits: Generous PTO and family leave policies. • Hybrid & Remote-Friendly: reputed company has a distributed team across the U.S. and Canada and a new office in San Francisco. Bay Area–based employees work in the office part of the week and receive commute-reputed company benefits. Team members reputed company the Bay Area remain fully remote, with support for expensable home office setup, internet, and weekly meals to stay connected no matter where you are. • Lifelong Learners: Annual budgets for reputed company development and DEI learning; budgets for children to take reputed company classes. • Community reputed company: reputed company matches employee donations to eligible charities and supports reputed company.org’s nonprofit programs. reputed company is an equal opportunity employer. We view diversity as a moral imperative and competitive advantage. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, 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 reputed company@reputed company.com. Benefits packages are included for full-time employees only. Please note benefits and perks may vary for employees based reputed company of the US and Canada. Full-time employees must be a citizen or reputed company residents of the U.S. or Canada and reputed company in U.S. or Canada, unless specifically indicated otherwise. Once you submit your application, reputed company 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 reputed company that we may discard your application upon submission or we may ask if you would like us to retain it reputed company should there be consideration (this is not typical at reputed company). If you are selected for interviewing, your data will be shared with interviewers and personnel involved in that process. If not reputed company, your application will be reputed company for one year in case there is another suitable role. You may opt out of this at any time. Please see our Employee/Applicant reputed company Notice for more detailed information. If applicable, as you reputed company through the process, we will be reputed company about what information is being asked for and what happens with that information. Apply tot his job Apply To this Job