Employer: Gaggle
This is a fully remote position. Availability for evening and weekend work is required.
- Join the Gaggle team and help make a difference in the lives of K-12 students throughout the United States!
- Gaggle has a long track record of success in schools and has been growing profitably at more than 20% each year.
- We’re a group of 150 dedicated people helping schools prevent bullying, school violence and self-harm such as cutting and suicide.
- The work is unequivocally worthwhile – we saved over 1400 student lives last school year alone.
- This entry-level position allows an individual to explore two key areas of Gaggle and work towards a career path specializing in fields such as Safety, Implementation, Technical Support and Account Management.
- The Customer Service Team is responsible for handling inbound customer communication as well as ensuring accurate setup on existing customers, while the Safety Team keeps students safe by reviewing and analyzing content within our software solution that is communicated among students, teachers, and others, in addition to alerting school districts to student safety threats.
- This combined Customer Service & Safety role works on both teams, helping our clients uncover drug abuse, bullying, threats of school violence, suicide attempts, self-harm situations and abuse.
What you will be doing:
- Reviewing and analyzing student activity to identify potentially inappropriate content within school communication systems
- Working independently to determine if an incident poses a threat to a student’s well-being and taking action to notify the designated contacts at the school to ensure that student’s safety
- Fielding phone calls and emails from customers related to Gaggle products by working extensively within the G Suite and Office 365 applications
- Recording and maintaining concise notes regarding each incident in Salesforce CRM
- Analyzing and reviewing customer system setup to ensure accuracy
- Investigating and troubleshooting customer inquiries in a responsive, resourceful and friendly manner
- Staying abreast of potentially troublesome incidents, trends, and national issues that may negatively impact students and advising colleagues of findings
What you should have:
- Experience using a variety of desktop and web-based applications. We use Salesforce, Service Cloud, Slack and Sling here at Gaggle
- Bachelor’s degree or equivalent experience in education, crisis management, child advocacy, customer service or a related field
- Customer service experience preferred; customer-first attitude and friendly demeanor required
- Strong problem solving, analytical and documentation skills
- Ability to evaluate, troubleshoot, document and follow-up on customer issues
- Ability to keep an open mind with tolerance and respect for the opinions of others
- This is a fast-paced deadline-driven environment, be ready to learn fast and to work hard
- Confidence to operate independently within a virtual team environment
Additional Information
- Reports to Operations Supervisor
- This is a work-from-home position; a reliable high-speed connection and a comfortable, private dedicated work area with the ability to work for hours at a time with little to no disruption will be essential for this role’s success
- It is important to note that in the position, you will be required to view content of a sensitive nature including exposure to graphic content that may contain nudity
- This role requires sedentary and/or light-duty office work as well as high visual acuity; candidates must be able to work for up to eight hours a day while looking at a computer screen, reading material on a computer screen and sitting for long periods of time
- Candidates must be able and willing to answer and make phone calls in a professional and courteous manner during scheduled work hours
The position offers a competitive compensation package composed of salary commensurate with the candidate’s level of experience. Employee benefits include, but are not limited to medical, dental and vision, an extensive Employee Assistance Program, and participation in the Company’s 401(k) plan with a 4% company contribution. Access to WorkLifeMatters Employee Assistance Program includes 6 free face-to-face counseling visits per employee/household member per year and unlimited telephone counseling 24/7/365.