Remote Volunteer User Support Specialist — iLevelUP

Help iLevelUP provide timely, respectful assistance to people using an educational platform designed for underserved youth and young people.

The volunteer User Support Specialist will respond through approved channels, resolve documented issues, and route technical, privacy, accessibility, or safeguarding concerns appropriately.

Responsibilities:

• Triage approved support requests by category, urgency, impact, and ownership
• Use verified knowledge-base articles and troubleshooting steps
• Gather minimum-necessary details and document actions clearly
• Help with navigation, account basics, access, compatibility, and common technical issues within scope
• Escalate bugs, outages, accessibility barriers, account-security concerns, and participant-safety issues
• Protect identities, contact details, screenshots, credentials, and support history
• Never request passwords, provide counseling, make eligibility decisions, or bypass account-security procedures
• Identify recurring issues and recommend improvements to product, content, and training
• Maintain professional response and handoff standards

Qualifications:

• Experience in customer support, help desk, user success, education technology, community support, or technical troubleshooting
• Patient, inclusive, accurate written communication
• Strong documentation, judgment, and comfort learning new systems
• Familiarity with accessibility, privacy, account security, and ticketing tools is helpful
• At least 18 years old and willing to complete screening and confidentiality requirements

This is a remote, recurring role available within the United States. Expect approximately 3–6 hours per month.

Questions: volunteers@ilevelup.app

iLevelUP

107 Spring Street, 2nd Floor

Seattle, WA 98104

(206) 414-8043