Description
Educational support ecosystems face mounting complexity at a time when schools, students, and families demand more. Instant, AI-powered responses are now expected across learning platforms, student information systems, devices, and operational workflows. Yet most organizations remain trapped in disconnected tools, manual handoffs, and fragile processes that collapse under real-world pressure.
We address this challenge through a fundamentally different approach: AI-enhanced "cyborg" agents embedded within a live educational environment. In this position, you will define how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you decode improves outcomes for thousands of students and educators.
This is production-grade, hands-on problem solving within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, student information systems, identity infrastructure, networks, and operational processes; use AI to generate hypotheses, validate findings, and expedite resolution; document the human logic that trains both systems and colleagues; and surface patterns that convert isolated interventions into lasting, organization-wide enhancements.
This is not about triaging tickets, following scripts, or defaulting to "escalate and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic domains, and when you can shift from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Examine complex escalations flagged by AI systems, contribute human judgment where AI is limited, and subsequently enhance the AI system to close identified gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to ramp up on multiple products within the first month (we recognize this pace is demanding)
- Depending on your managers to unblock you; if you are not skilled at self-unblocking, this role will likely present significant challenges
Key responsibilities
- Combine technical human judgment with AI capabilities to provide outstanding customer support, prioritizing complex challenges that AI cannot yet independently address
Candidate requirements
- Must be based in North or South America
- At least 3 total years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
You will be working for
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Pass proctored test.
Accept job offer.
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