From developing support resources to tracking and escalating issues—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.

Trust and Safety Specialist - you’ll 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.

Responsibilities

• Review Beacon incident reports and work closely with school counselors take appropriate action per operations policies
• Identify and escalate new issues and trends, including sensitive problems 
• Communicate product feedback and analytics to cross-functional teams and help drive strategic solutions accordingly
• Work closely with quality assurance, product, and engineering teams, providing them with timely metrics and analysis, investigating bugs, and following up with users as needed 
• Act as a liaison between GoGuardian and non-school officials
• Contribute to support resources, including knowledge base articles and canned responses

Requirements

• 1 year in a Support role or other intimate Customer Facing Role (prior work as a Counselor, Therapist, Social Worker highly preferred)
• Experience working with multiple teams within an organization including Product & Engineering
• Experience working with Zendesk & SFDC
• Experience answering support tickets and phone calls
• Demonstrated ability to simplify complicated processes

Skills, Knowledge and Competencies

• Strong organizational, time management, and prioritization skills
• Demonstrated ability in creating, communicating, and delivering action-oriented plans
• Demonstrated ability to speak confidently to a diverse group of customers including CTOs and Superintendents 
• Experience working cross-collaboration
• Team player, quality minded, focused, committed, able to work independently in a fast-paced, changing environment
• A high degree of professional confidence and credibility with an 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

• Training, quality, and/or policy development experience
• Experience with training, onboarding, and/or mentoring within their team
• Education industry experience

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.