Trust & Safety Manager

| El Segundo
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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

2030 E Maple Ave, El Segundo, CA 90245

An Insider's view of GoGuardian

What’s the vibe like in the office?

Exciting! We’ve had tremendous growth and have gone through a lot of changes over the last couple of years, but have maintained the supportive, passionate, and energetic foundations that made me join the company in the first place. The vibe is simultaneously feels relaxed and open, and like everywhere you look, people are solving difficult problems

Terence

Director, Customer Success

What's the biggest problem your team is solving?

Our vision brings tall challenges; one of which is finding ways to sift through nearly insurmountable amounts of data, finding the important nuggets of information, then surfacing it to the right people. By using a combination of machine learning and cutting-edge data science (really), we're building better products for our users.

Zach

Senior Designer

What does career growth look like on your team?

Career growth is something that is talked over, thought through and planned out in open conversation and full collaboration between the team members and the manager of the team. It is clearly defined, from the very first day, as a line connecting your current areas for improvement to when they become areas of excellence.

Yola

Senior Data Scientist

What are some things you learned at the company?

Come in with an open mind, and you will find yourself in a breeding ground for self-discovery. By being given a high level of autonomy to do meaningful work, I have learned what it means to be authentic, lean into my fears, find my voice, build trust, and experience the greatest joy that life has to offer—connecting with others!

Michelle

Software Engineer

What are GoGuardian Perks + Benefits

Culture
Volunteer in local community
GoGuardian participates in local volunteer activities such as AngelHacks Hackathon, Teens Exploring Technology (TXT) and LA Food Bank.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Subsidized child care.
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1200 annualy for continuing education.
Customized development tracks

Additional Perks + Benefits

Relax, recharge, and refresh with weekly yoga classes & guided aromatherapy meditation. Whether you're a golfer or a gamer (or both), there's probably a weekly activity with your name on it.

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