GoGuardian
El Segundo, CA

Trust & Safety Manager at GoGuardian

| El Segundo
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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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Where we are

2030 E. Maple Avenue, El Segundo, CA 90245

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
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What are GoGuardian Perks + Benefits

GoGuardian Benefits Overview

At GoGuardian, you'll have the opportunity to impact and revolutionize safe digital learning experiences for K-12 students and partner with enthusiastic and talented colleagues who are compelled to do good in the world. Some of our perks & benefits include weekly yoga classes, guided aromatherapy meditation and on-site gym, annual personal growth stipend for continued learning, excellent healthcare benefits, remote work and the opportunity to grow with one of the fastest growing EdTech companies.

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
Intracompany committees
GoGuardian's Diversity, Equity, and Inclusion Committee has five focus areas to drive meaningful and lasting change in Community, Communication, Talent, Product & Education.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
On-site meditation twice per week
Onsite Gym
Team workouts
Team fitness initiatives include weekly in-office yoga classes
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for all parents
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We offer a flexible time off policy for full-time exempt employees. Full-time non-exempt employees accrue 3 weeks of PTO annually. We also offer a paid 2 week end of the year holiday break.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer a $1200 learning stipend annually for personal & professional growth
Online course subscriptions available
Paid industry certifications

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.

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

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

GoGuardian Careers In El Segundo
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