[Hiring] Operations Safety Analyst / Trust & Safety @Gaggle Net

Role Description

This is a full remote position with a first/second shift schedule, including weekends. The role is for an Operations Representative ('Safety Analyst' title internally) to join Gaggle’s Operations Team in reviewing and analyzing online activity of K-12 students. This position requires focus and dedication to make quick and accurate decisions on repetitive work.

This team is credited with uncovering:

• Bullying
• Threats of violence
• Suicide attempts
• Self-harm situations
• Domestic abuse
• Mental health struggles
• Drug abuse
• Many other situations where a student needs intervention from a caring adult

What you will be doing:

• Reviewing and analyzing student activity to identify a need for intervention related to student safety or well-being while maintaining quality and efficiency goals.
• Communicating with customers, designated emergency contacts, at a school district to relay important information.
• Fielding phone calls and emails from customers about student incidents in a responsive, resourceful, and professional manner.
• Applying sound judgment and knowledge from previous related experience to make the best decisions to keep students safe.
• Recording and maintaining concise notes regarding each incident in Salesforce CRM.
• Identifying trends, utilizing research to make decisions, and collaborating with other Operations Analysts to make recommendations for decision strategy.
• Working closely with department leadership to develop processes and procedures to reach company goals.
• Auditing decisions made by others with a focus on accuracy and efficiency to improve the quality of decisions made on the team.
• Operating as a single contributor on a team with a high level of ownership of individual outcomes.

Qualifications

• Experience using a variety of desktop and web-based applications (Salesforce, Service Cloud, Slack, and Sling).
• Experience in crisis management, child advocacy, content moderation, or a related field or degree.
• A strong comfort level in communicating sensitive information through email, text, and phone.
• The ability to stay focused on the same task for long uninterrupted periods.
• A passion for reading and excellent reading comprehension.
• Confidence to operate independently and autonomously within a virtual team environment.
• A high degree of ownership of individual outcomes and contribution to the department and company goals.
• A passion for continuous improvement and a willingness to manage change with grace.
• Fluency in Spanish is a plus.

Requirements

• This role requires job-based access to protected data, which must occur within the United States.
• This is a work-from-home position; a reliable high-speed connection and a private, dedicated work area are required.
• Exposure to graphic content that may contain nudity is required; workspace should allow for privacy.
• 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 ten hours a day.
• This team operates 24/7; work days may require flexibility and extended hours, depending on volume.
• The ability to reach expectations and manage work-life balance with minimal supervision.

Benefits

• Remote-first company; team works together across all 50 US states.
• PPO and HDHP health insurance plans through BCBS of Illinois; coverage includes treatment for fertility (including IVF) as well as offering virtual visits and mental health resources.
• Dental insurance (including orthodontia) through Guardian.
• Vision insurance through BCBS/EyeMed.
• HSA, FSA, LPFSA, and DCFSA available, with a $500 annual company contribution.
• 401(k) plan with immediate vesting and a 4% company contribution with each paycheck.
• Employee Assistance Program through Paychex and Guardian (includes financial and legal assistance).
• Flexible PTO.
• Generous, 100% to 70% paid leave plans, up to 90 days.
• Pet Insurance Discount Program.
• Fun perks such as team recognition programs, holiday gifts and bonuses, company retreats, raffles, and fantasy football leagues.