User Support Specialist volunteer opportunity at iLevelUP: unpaid work with Technical Support and Maintenance Team. This is a fully remote role.
User Support Specialist: remote volunteer opportunity
Help people use iLevelUP with confidence. Respond with patience, explain features clearly, document feedback, and route complex issues to the right technical contributor.
Fully remote | Unpaid volunteer | United States
About iLevelUP
iLevelUP is a free, AI-powered, game-based learning experience being developed by Believe in Me to help young people explore education and career possibilities and build self-confidence. The product is in limited beta. The learner is the main character, and iLevelUP is the guide.
User Support Specialist role overview
As an iLevelUP User Support Specialist, you will contribute practical expertise to a nonprofit education product in limited beta. Help people use iLevelUP with confidence. Respond with patience, explain features clearly, document feedback, and route complex issues to the right technical contributor.
You will work with the relevant team to agree on priorities, review progress, and document decisions. Because the product is still developing, clear handoffs and useful feedback matter.
What you will own
Your contribution centers on the responsibilities below. First, understand the current work and the needs of your collaborators. Next, agree on a manageable scope with the team lead. Then, share progress and raise blockers early. Finally, document the decisions that your teammates need for the next step.
User Support Specialist responsibilities
- Respond to user inquiries and issues via our support channels, including email, chat, and forums, ensuring timely and accurate assistance.
- Actively gather and document user feedback on app functionalities, usability, and content, channeling this information to relevant teams for improvements.
- Help users navigate the app and make the most of its resources, guiding them through features, content, and community engagement opportunities.
- Troubleshoot common user challenges, providing clear and concise solutions, and escalate complex issues to the technical team when necessary.
- Participate in community forums and discussions, supporting a positive and supportive environment for all users.
- Maintain records of user interactions, identified issues, and resolutions to help refine support processes and enhance the app's FAQ resources.
Early deliverables
- First, review the current user support and community assistance work and identify useful next steps with your team lead.
- Next, agree on an initial deliverable, its review criteria, and the people who need to contribute.
- Finally, complete a reviewable piece of work and document what the next contributor needs to know.
User Support Specialist required qualifications
- Excellent communication and interpersonal skills, with an ability to empathize with users.
- Strong problem-solving abilities and a patient, solution-oriented approach to support.
- Proficiency in using digital communication tools and platforms.
- Ability to work independently and as part of a remote team.
User Support Specialist helpful experience
- Experience in customer service or support roles is highly desirable.
- Familiarity with the challenges faced by young learners is a plus.
How we work
Work with Technical Support and Maintenance Team through approved project tools. In practice, share concise updates, ask for the context you need, and keep decisions in the agreed workspace. For example, explain what you completed, what needs review, and what is blocking the next step. In addition, protect learner and project information when preparing examples or discussing your work.
Why volunteer with iLevelUP
- Contribute to a nonprofit education product at a stage when your decisions can shape the learner experience.
- Own a meaningful body of work and collaborate across education, design, engineering, and student support.
- Develop work samples and share approved contributions in your portfolio while respecting project and learner confidentiality.
Time commitment and location
This is a fully remote, unpaid volunteer opportunity. Weekly availability, meeting times, project scope, and the duration of your commitment will be agreed during onboarding. The published eligibility area for this opening is the United States.
How to apply
First, use the Believe in Me volunteer application to share your résumé or professional profile, relevant experience, availability, and a brief statement of interest. Before submitting, remove personal, confidential, and proprietary information from any work samples.
For the User Support Specialist opening, explain a relevant project. For example, describe the problem you addressed and your own contribution. If you are still building experience, describe how your current skills connect with the listed responsibilities. Next, the team will review your application and discuss fit and expectations with selected applicants.
We welcome applicants from varied backgrounds and pathways. Before applying, review this role’s required and helpful experience. Also, if you need an accommodation during the application or interview process, use iLevelUP’s contact page.
Role details
- Role: User Support Specialist
- Program: iLevelUP, a Believe in Me initiative
- Employment type: Unpaid volunteer
- Workplace: Fully remote
- Applicant eligibility: United States
- Team: Technical Support and Maintenance Team
- Company address: 107 Spring Street, 2nd Floor, Seattle, WA 98104
- Job ID: 788
This is a fully remote, unpaid volunteer opportunity. Weekly availability, meeting times, project scope, and the duration of your commitment will be agreed during onboarding. The published eligibility area for this opening is the United States.