Description
The support infrastructure for education is collapsing under its own complexity, even as demands from schools, students, and families intensify. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most organizations remain trapped in disjointed tools, manual handoffs, and fragile processes that buckle when tested in real scenarios.
We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a living educational ecosystem. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you solve amplifies outcomes for thousands of students and educators.
This is direct, production-level problem solving within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, SIS platforms, identity systems, networks, and operational workflows; use AI to formulate hypotheses, test theories, and expedite resolution paths; document the human logic that trains both systems and teams; and proactively surface patterns that transform isolated interventions into sustainable, cross-functional improvements.
This is not routine ticket sorting, script execution, or "escalate and wait." If you excel when documentation is sparse, when issues bridge engineering, operations, and academics, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, apply human judgment to areas where AI underperforms, and then strengthen the AI system by closing those gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to ramp up on several products within the first month (we recognize this is demanding)
- Depending on your managers for support; if you are not skilled at unblocking yourself, you will likely find this role challenging
Key responsibilities
- Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex issues that AI cannot yet completely 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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