Customer Support Specialist

Role Overview:

• This position is part of the CX team, handling escalated tickets from parents and teachers.
• You'll make independent judgment calls without a playbook for every situation.
• Occasionally handle Trust & Safety escalations, including sensitive content.

Key Responsibilities:

• Resolve escalated customer support tickets primarily via email.
• Investigate ambiguous situations and make sound decisions under time pressure.
• Communicate outcomes clearly and with care, even when the answer isn't what the customer hoped for.

What We're Looking For:

• Strong written communication, especially for difficult or sensitive conversations.
• Judgment under ambiguity: ability to decide, explain reasoning, and keep moving.
• Comfortable working independently in a remote, fast-paced environment.

Compensation and Location:

• Anticipated hourly rate of $25.00 for 35-40 hours per week.
• Prioritizes candidates in the San Francisco Bay Area but open to remote candidates across the U.S. and Canada.