Substitute Safety Support Specialist

What We Do At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe. What It’s Like to Work at GoGuardian We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians. *Please note - This is not a Full Time or Part Time role. This position only provides coverage for any Safety Support Specialist that is out during the day shift, anywhere between 5am - 8pm PST. Shifts are optional and GoGuardian will provide as much advance notice as possible for you to determine if you can take a specific shift. The Team 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. The Role 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 willingness to work any shift, including weekends and holidays, with a preference for daytime shifts begin between 5:00AM - 11:00AM and end between 2:00PM - 8:00PM PT Available to onboard the first two weeks of employment M-F 8:00AM - 5:00pm PT 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 calls Outstanding