Remote Volunteer Technical Support Lead — iLevelUP
iLevelUP is a future-readiness platform designed to support students through college and career preparation. It transforms the complex journey into a guided, engaging, and interactive experience using AI-driven personalization and gamification.
Why We Exist
Many students, especially first-generation or underrepresented students, lack consistent access to trusted guidance on college applications, financial aid, scholarships, and career exploration. iLevelUP aims to bridge this gap by offering comprehensive tools and mentorship that meet students where they are—digitally, intuitively, and with clear pathways toward success.
Mission
iLevelUP's mission is to empower all students by providing gamified, AI-driven guidance for college, careers, and scholarships, making higher education and future planning more accessible, engaging, and achievable regardless of a student’s background or support network.
Vision
We envision a world where every student, regardless of socioeconomic status or prior access to resources, has the confidence, knowledge, and direction needed to pursue their goals and achieve their dreams.
Core Values
Equity and Inclusion: Design tools for students who often fall through the cracks of traditional guidance systems, ensuring no one is left behind.
Innovation: Through gamification and AI personalization, make future planning interactive and tailored to individual strengths and interests.
Student-Centered Support: Every feature and resource is built around what helps students succeed—from college matching and scholarships to life-skill development.
Impactful Mentorship: Virtual Trail Guides provide structured support that helps learners build confidence, make informed decisions, and take meaningful action.
Who We Serve
Students (Middle School through College)
Especially those navigating college and career decisions without extensive support at home.
First-Generation and Underserved Learners
Schools, counselors, and college readiness programs
Corporations, nonprofits, and investors interested in expanding access to education and workforce development
How It Works
Combines structured guidance with interactive features
Gamified Quests: Students complete quests that build real readiness, from exploring careers and colleges to obtaining scholarships, financial aid insights, and essential life skills.
AI-Driven Personalization: Intelligent matching connects students to opportunities (schools, careers, scholarships) based on their strengths and goals.
Mentorship: Through Trail Guides, virtual guides support students through each stage, helping reduce overwhelm and boost confidence.
Responsibilities
Define approved support categories, priorities, service targets, ownership, and escalation paths
Maintain troubleshooting guides, response templates, knowledge articles, and incident handoffs
Train and coordinate user-support volunteers and review support quality
Monitor ticket patterns, response times, unresolved issues, accessibility barriers, and account-security concerns
Coordinate bugs, outages, data issues, and feature feedback with product and technical owners
Create factual reports and recommend prevention and self-service improvements
Apply minimum-necessary data collection, confidentiality, and secure account-verification practices
Never request passwords, bypass security, provide counseling, or make eligibility decisions
Escalate participant-safety, privacy, harassment, or security concerns immediately
Qualifications
Experience leading help desk, customer support, technical support, user success, or service operations
Strong troubleshooting, process design, knowledge management, coaching, and written communication skills
Familiarity with ticketing, accessibility, privacy, account security, incident response, and educational technology
Calm judgment and reliable remote collaboration
At least 21 years old and willing to complete screening and confidentiality requirements