Related skills
communication security customer service investigation escalations📋 Description
- Resolve escalated customer tickets from parents and teachers via email
- Investigate ambiguous situations and make sound decisions under time pressure
- Handle occasional Trust & Safety escalations, including sensitive content
- Communicate outcomes clearly, even when not what the customer hoped for
- Share context and feedback from ticket work with the CX team
🎯 Requirements
- Strong written communication, especially for difficult or sensitive conversations
- Judgment under ambiguity: you can decide, explain reasoning, and keep moving
- Able to engage with occasional heavy content without derailing your work
- Comfortable working independently in a remote, fast-paced environment
- Experience in K–12 education
- Prior experience with escalated support tickets
🎁 Benefits
- Shared Financial Success: competitive salaries and stock options.
- Health, dental, vision, disability, and life insurance.
- PTO and family leave policies.
- Hybrid and remote-friendly with SF office and home-office support.
- Learning budgets for development and DEI.
- Community donation matching and nonprofit programs.
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