Remote Volunteer Technical Support Lead — iLevelUP

Help iLevelUP build a responsive, safe, and well-documented support function for users of an educational platform serving underserved youth and young people.

The volunteer Technical Support Lead will design support workflows, maintain knowledge resources, coordinate volunteers, and turn recurring issues into product improvements.

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
• Apply minimum-necessary data collection, confidentiality, and secure account-verification practices
• Create factual reports and recommend prevention and self-service improvements
• 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
• 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

This is a remote, recurring role available within the United States. Expect approximately 4–8 hours per month.

Questions: volunteers@ilevelup.app

iLevelUP

107 Spring Street, 2nd Floor

Seattle, WA 98104

(206) 414-8043