Substitute Safety Support Specialist

About 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 written, verbal, interpersonal communication skills
• College degree preferred
• Additional plus: non-English language proficiency

Schedule

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.

Pay

The typical base salary range for this position is $19 per hour. The range displayed on this job posting reflects the minimum and maximum target for new hire base pay for this position and your pay will be determined by a variety of factors, including your primary work location, skills, qualifications and experience.