Support Escalations Specialist | Mercury | $81k – $105k | Remote (Canada, United States)

Support Escalations Specialist | Mercury | $81k – $105k | Remote (Canada, United States)

81,000 - 105,000 / year
Remote Canada, US
Application ends: September 13, 2024
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Job Description

The Role

As part of the Support Escalations team, you will play a central role in enhancing the Outschool customer experience. Your primary focus will be to minimize ticket escalations and identify opportunities to increase efficiencies in our support workflows. By collaborating with our outsourced team of agents and harnessing the power of AI, you’ll aim to reduce the percentage of escalated tickets. Your critical thinking skills will be crucial in pinpointing opportunities for the Support team to become more efficient, ultimately providing top-tier service. Your contributions will be instrumental in shaping a seamless educational experience for our community while optimizing support operations. 


  • Provide email support to parents and educators with complex and escalated product issues 
  • Reduce the percentage of escalated tickets by developing strategies to tackle recurring challenging issues at their root, ensuring that similar cases can be efficiently handled by our outsourced team or AI in the future 
  • Play an active role in training our outsourced agents handling escalated cases 
  • Apply critical thinking to identify opportunities for enhancing the efficiency of workflows and processes for escalated tickets 
  • Advocate for reducing friction in the customer experience by proactively identifying and surfacing pain points 


  • Demonstrated experience as a top performer in customer support, specializing in the handling and reduction of complex ticket escalations through implementing operational efficiencies at scale for outsourced agents
  • Effectively collaborate both within the Support team and cross-functionally, while applying knowledge of process improvement principles to independently drive efficiencies in customer support 
  • Ability to quickly learn, strong problem-solving skills and a proactive attitude towards identifying and implementing new solutions
  • Eagerness to support Product teams pre and post-launch to continuously reduce customer friction
  • Excellent verbal and written communication skills
  • Ability to thrive in a rapidly shifting dynamic environment, track record of keeping up with product changes and evolving support processes 


  • Experience writing dashboards with SQL

  Outschool recruits across the US and Canada, and sets employee salaries to reflect local compensation and cost of living. For New York and California candidates, as well as candidates based in Seattle, WA the salary range for this role would be $90,000-$105,000 USD.
For Washington candidates outside of Seattle, as well as Colorado candidates, the salary range for this role would be $81,000-$94,500 USD.


We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on March 21, 2024.

Please see the independent bias audit report covering our use of Covey here.