Remote Volunteer User Support Specialist — iLevelUP EdTech

User Support Specialist

We are seeking a volunteer User Support Specialist to assist youth, families, educators, volunteers, and partners with account, navigation, and general product questions. You will collaborate remotely with product, engineering, content, accessibility, and quality teams.

• Respond to support requests through approved email, ticketing, or help-desk channels
• Troubleshoot account access, navigation, content, browser, and device issues
• Document clear reproduction steps and escalate product defects appropriately
• Create and improve FAQs, knowledge-base articles, and response templates
• Track recurring questions and recommend product or content improvements
• Communicate with patience, clarity, privacy awareness, and inclusive language
• Support testing and verification of fixes
• Maintain accurate notes, categories, priorities, and response status

Qualifications

• Experience in customer support, technical support, education, service, or community programs
• Strong written communication, empathy, organization, and problem-solving
• Comfort learning web and mobile applications and explaining steps clearly
• Able to protect personal information and follow escalation procedures

Help-desk, CRM, accessibility, multilingual, or education-technology experience is helpful

Responsibilities

This remote, recurring opportunity is flexible and typically requires up to 10 hours per month. Volunteers may participate from anywhere. Support coverage and response expectations will be coordinated with the team.

Questions volunteers@ilevelup.app

iLevelUP
Believe in Me
107 Spring Street, 2nd Floor
Seattle, WA 98104
(206) 414-8043