Description
Educational support organizations face mounting complexity as demands from schools, students, and families escalate. Schools require immediate, AI-driven responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most teams remain trapped in disconnected tools, manual handoffs, and fragile processes that collapse under real-world pressure.
We bridge this divide through a distinct approach: AI-enhanced "cyborg" agents positioned at the core of a functioning 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 decode strengthens results for thousands of learners and educators.
This is direct, production-level problem resolution in a service context. You will diagnose unclear, multi-party failures spanning learning applications, student information systems, identity infrastructure, networks, and operational processes; use AI to form hypotheses, validate, and speed resolution; capture the human reasoning that instructs both systems and colleagues; and proactively surface patterns that convert isolated interventions into lasting, organization-wide enhancements.
This is not queue management, script execution, or "escalate and wait." If you perform best when documentation is sparse, when issues cross engineering, operations, and academic domains, 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: Examine complex tickets escalated by AI systems, deploy human judgment in areas where AI underperforms, and subsequently enhance the AI system to close those gaps
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up on several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
Key responsibilities
- Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex matters that AI cannot yet fully 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
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Accept job offer.
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