Customer Support Representative-Escalations

About The Role

As part of the Customer Support team, you will help ensure every parent, teacher, and learner in the Outschool community has a great experience. We're hiring multiple Customer Support Representatives who will become experts in Outschool's inner workings, primarily handling customer support conversations via chat and email. We're looking for people with strong investigative, decision-making, and writing skills who can work independently to resolve complex, sometimes ambiguous issues in a fast-paced environment.

Core Responsibilities:

• Provide high-quality product support to parents and teachers, primarily via chat and email
• Resolve customer inquiries with empathy, clarity, and sound judgment
• Handle more complex or sensitive support situations, escalating internally when appropriate
• Follow established workflows while adapting to new products, tools, and policies
• Take on additional CX-related ta...