As a Safety Specialist Manager, you’ll manage, lead and motivate a group of support team members who are responsible for handling GoGuardian Beacon Alert notifications. You'll be expected to provide feedback on casework, identify trends, work with the Sales Enablement Manager & the VP of Sales to address knowledge gaps and execute new team strategies. 

You’ll lead a team of safety specialists who handle sensitive customer communications & concerns regarding GoGuardian Beacon, analyze beacon case issues, & work closely with our Privacy team on communication with school officials, as well as other key stakeholders outside of school admins. You’ll also be working closely with our Partnerships team identifying & escalation emerging needs.

Principal Duties:

• Motivate, lead, and coach a team of safety specialists with empathy, patience, and kindness.
• Ensure GoGuardian Safety Specialist team are compliant with best practices.
• Serve as an escalation point for support, success, and sales team members when handling difficult cases
• QA cases weekly, monitor agent performance, conduct weekly coachings
• Assist in recruiting and development of the safety specialist team
• Provide hands-on support in the queue during high-volume or emergency situations
• Interact with customers via phone, email, and chat if necessary
• Document, investigate, and drive solutions for complex technical issues.
• Assist in training new hires with safety specialist team processes and workflows
• Ensure high touch, white glove support to internal escalations (technical success).
• Run weekly productivity/issue reports
• Provide safety specialist team members with timely feedback (positive and constructive) regarding their performance
• Work with GoGuardian partners to learn best practices and training safety specialists.

Background and Experience:

• 1 year in a Support role or other intimate Customer Facing Role
• Experience working with multiple teams within an organization
• Experience working with Zendesk
• Experience with Confluence & Jira is a must
• Experience answering support tickets and phone calls
• Demonstrated ability to simplify complicated processes

Skills, Knowledge, and Competencies:

• Experience mentoring and developing people
• Experience building teams, recruiting and interviewing
• Excellent communication skills -- both written and oral (must be able to give honest, direct, and actionable feedback)
• Strong organizational skills and excellent follow-through
• Team player, quality minded, focused, committed, able to work independently in a fast-paced, changing environment
• High degree of professional confidence and credibility with effective presence strong written and verbal communication skills. 
• Able to communicate technical concepts and plans at all levels
• High emotional intelligence, a can-do mentality, creative approach to problem-solving
• Outstanding written, verbal, interpersonal communication skills
• Strong analytical and reporting skills

Bonus Section (Nice to have)

• Training, quality, and/or policy development experience
• Experience with training, onboarding, and/or mentoring within their team
• Education industry experience
• Experience working in mental health, social work or suicide prevention ideal. 

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.