Technical Support Lead

Remote

Applications have closed
Outschool, Inc. logo
Outschool, Inc.

Posted 1 month ago

The Company
Outschool's mission is to inspire kids to love learning. We believe the best way to do that is by linking learning to kids’ interests, connecting them with others who share those interests, and giving them the autonomy to pick their own path. We provide small group classes that meet over live video chat where learners are connected with teachers and classmates who share their interests. These classes are offered through our marketplace and conducted on our remote learning platform.
We're an experienced team with past accomplishments at Airbnb, Square, Apple, Uber, Udemy, Amazon, Google, and many startups. We came together because we wanted to make a difference in education and saw the opportunity to empower learners, teachers, and parents.
Our business is growing explosively and as of August, 500,000 learners have taken more than over 2M class hours. We've already more than doubled our team since the beginning of 2020 from 25 to 70 to keep up with growth. We’ve raised $57M since founding with most of that still in the bank. Our sales have grown 2000% in the past year to reach a run-rate of more than $100M.
Now, in the face of mass school closures, our product and expertise has become central to many more families and organizations than ever before. We're committed to access and impact so we founded outschool.org to offer financial assistance to families in need. 
The Role
We are looking for a Technical Support Lead to join the team and head our technical support function here at Outschool. The Technical Support Lead will provide great customer service, investigate technical issues, and handoff technical dilemmas to our Engineering team. You know how to lead, train and mentor both direct and indirect reports while handling many of the trickiest issues yourself. In essence, you’re motivated to make our customers happy, solve technical problems, empower your team, and finally, you’re passionate about Outschool’s mission.

WHAT YOU'LL GET TO DO:

  • Develop, manage, and drive continuous improvement in the technical support function at Outschool.
  • Manage the tech support team and its day to day operations. 
  • Ensure delivery of exceptional customer service for technical issues.
  • Investigate and resolve all technical issues appropriately, whether that be providing feedback on user errors or improving our front line agents’ ability to assist customers with technical problems.
  • Investigate, document, and prioritize bugs for our engineering team.
  • Develop and implement systems to ensure high productivity, efficiency, and employee satisfaction.
  • Develop, track, and communicate the metrics to drive team performance and enable remarkable decision-making for the product and engineering teams.

WHAT WE ARE LOOKING FOR:

  • An exceptional technical problem solver, communicator, and strong leader.
  • Someone who can take the helm while also handling many cases themselves.
  • Unique abilities and passions for problem-solving, unraveling complex technical issues, and creating an incredible user experience.
  • Passion for Outschool’s mission.
  • Technical proficiency in the following areas: 
  • Reading code and identifying potential issues in the codebase in Github
  • Relational databases (eg, MySQL, Postgres) & using SQL to aid investigations
  • Using command line tools
  • 1+ years of management experience in technical support strongly preferred.
Outschool is an equal opportunity employer. We view diversity as a moral imperative and a competitive advantage. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We plan and structure our interviews to directly assess skills and experience.
Must be a citizen or legal resident of the U.S. or Canada and reside in U.S. or Canada.
Job tags: Customer service Mentor MySQL Postgres SQL User Experience