GoGuardian is on a mission to transform education by helping to protect students in the digital space from harmful and distracting content and supporting their mental health. We partner with schools to identify learning patterns and maximize the academic potential of every student. With GoGuardian, educators can engage students with more effective resources while also promoting online accessibility in the most applicable way for their school population.

While this job posting uses "El Segundo, CA" as the location, please note this role is currently being recruited for remote work or reporting to headquarters if within commuting distance. 

We’re looking for a utility team member who is passionate about helping our customers & their community and isn’t afraid to roll up their sleeves and help out wherever needed. As a Substitute/Limited Part-Time SSS, when needed, you will handle incoming Beacon active planning alerts and escalate to school officials in the protection of students’ mental health and safety. 

What You'll Do

• Complement the Beacon SSS team by taking on available shifts when extra team members are needed
• Review Beacon alerts and escalate via phone calls to school administrators (e.g., school counselors) to take appropriate action
• Identify and escalate new issues and trends, including sensitive problems, and help contribute to solution building 
• Contribute to training, enablement, implementation, and support resources, including knowledge base articles and canned responses
• Actively participate in SSS team-building projects 
• Supporting overall Technical Support tickets as business needs arise.

Who You Are

• Flexible availability and willing to work any shift, including weekends and holidays, with advanced notice.
• Demonstrated ability to follow protocols and policies across typical and “edge case” scenarios, while also being able to think quickly and handle potentially challenging cases as professionally as possible
• High level of emotional intelligence and calm / poise while dealing with sensitive information and potentially high-stress situations
• Reliable and trustworthy team player that is organized, committed, and able to work independently in a fast-paced, changing environment
• 1+ year in a Support role or other intimate Customer-Facing Roles (prior work in Trust & Safety, Online Content Moderation, school-based roles like Teacher, Administrator, Counselor, Therapist, or Social Worker highly preferred)
• 1+ year in a white glove customer service position 
• Experience working with Zendesk
• Experience answering support tickets and phone callsOutstanding written, verbal, interpersonal communication skills.
• College degree preferred. 
• Additional plus: non-English language proficiency

What We Offer

• A varied and challenging role in a multinational and highly innovative company
• A robust benefits package including health insurance, 401(k) retirement savings plan with company match, employee stock option plan, paid parental leave, 13 paid company holidays, and much more
• Development and further training opportunities for shaping and realizing your career goals
• Exceptional colleagues with a passion for EdTech

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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