Safety Support Specialist

1 hour, 30 minutes ago
Contract
Junior
Customer and Technical Support
GoGuardian

GoGuardian

GoGuardian provides K-12 schools with tailored Chromebook solutions for safe and engaging digital learning, including device management, web filtering, and classroom engagement tools.

Internet Software & Services
251-1K
Founded 2014
$200M raised

Description

  • Review Beacon active planning alerts and escalate urgent issues by phone to school administrators and counselors.
  • Identify and escalate new issues, trends, and sensitive problems, and contribute to solution building.
  • Create and improve training, enablement, implementation, and support resources such as knowledge base articles and canned responses.
  • Participate in SSS team-building projects and other team initiatives.
  • Support general technical support tickets as business needs arise.
  • Track, triage, and escalate cases related to student mental health and safety.
  • Work independently in a fast-paced, changing environment while following established protocols and policies.

Requirements

  • 1+ year in a support role or other customer-facing role.
  • 1+ year in a white-glove customer service position.
  • Prior experience in Trust & Safety, online content moderation, or school-based roles such as teacher, administrator, counselor, therapist, or social worker is highly preferred.
  • Experience working with Zendesk.
  • Experience answering support tickets and phone calls.
  • Demonstrated ability to follow protocols and policies in both standard and edge-case scenarios.
  • High emotional intelligence and calm, professional poise in high-stress situations.
  • Outstanding written, verbal, and interpersonal communication skills.
  • College degree preferred.
  • Non-English language proficiency is a plus.
  • Temporary, program-based availability from the beginning of September through May 27, 2027, with possible extension or conversion based on business needs and performance.

Benefits

  • Competitive hourly rate of $22.50/hr.
  • Opportunity to impact safe digital learning experiences for K-12 students.
  • Work with enthusiastic and talented mission-driven colleagues.
  • Monthly mental health support stipend for Safety Support Specialists.
  • Opportunity to grow with one of the fastest growing EdTech companies.

Interested in this position?

Apply directly on the company website

Apply Now

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