by Rat Race Rebellion August 14, 2026
About Outschool
Outschool is revolutionizing education by providing flexible and engaging learning experiences that supplement traditional education. Founded in 2017, the company connects learners with a global community of teachers and peers through its online platform. Since its inception, Outschool has expanded from serving secular homeschoolers to offering enrichment learning, growing its business 16x since 2019. Today, the platform incorporates AI and serves an international community, boasting over 1.5 million learners and more than $100 million in annual bookings.
Outschool offers a full-time, remote-friendly position for a Support Escalations Specialist. While candidates in the San Francisco Bay Area are prioritized, the role is open to those outside the area based on experience and fit. The position requires 35-40 hours per week. As a contract role, benefits are not included, but a full benefits package is available if converted to full-time employment.
What Your Day Will Look Like
As a Support Escalations Specialist, you will resolve escalated customer support tickets from parents and teachers, primarily via email. The role involves investigating ambiguous situations, making sound decisions under time pressure, and handling occasional Trust & Safety escalations involving sensitive content. The position requires strong investigative, decision-making, and writing skills, with a focus on resolving complex issues in a fast-paced environment.
Responsibilities & Expectations
- Resolve Tickets: Handle escalated support issues
- Investigate Situations: Analyze ambiguous cases
- Handle Escalations: Manage Trust & Safety concerns
- Communicate Outcomes: Deliver clear, empathetic responses
- Provide Feedback: Share insights with CX team
Relevant Experience & Skills Required
- Education Requirements: No degree required
- Communication Skills: Strong written communication
- Decision-Making: Sound judgment under ambiguity
- Content Handling: Manage sensitive topics effectively
- Independence: Work autonomously in fast-paced settings
Compensation & Benefits
The compensation for this role is $25.00/hr..
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Before You Apply: Resume Tips for this ATS
Because you are applying directly through the employer’s Applicant Tracking System, your resume needs to be optimized for their software:
- Make sure the words “Support Escalations Specialist,” “customer support,” and “Trust & Safety” appear in your past experience if applicable.
- Highlight any specific experience you have with content moderation.
- Ensure your resume clearly states that you are looking for Full-Time work, so the recruiter knows you are aligned with the role.