[Remote] Operations Safety Analyst / Trust & Safety - All shifts (Remote, United States)

Note: The job is a remote job and is open to candidates in USA. Gaggle is a remote-first company dedicated to ensuring the safety and well-being of K-12 students. They are seeking an Operations Safety Analyst to review and analyze online student activity, communicate with emergency contacts, and maintain accurate records while working closely with department leadership to improve processes.

Responsibilities

• Reviewing and analyzing student activity to identify a need for intervention related to student safety or well-being while maintaining quality and efficiency goals set in place to ensure quick delivery of actionable information to emergency contacts
• Communicating with our 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

Skills

• Experience using a variety of desktop and web-based applications. We use Salesforce, Service Cloud, Slack and Sling here at Gaggle
• 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 to convey the seriousness of a situation
• The ability to stay focused on the same task for long uninterrupted periods. You must be able to process large amounts of content quickly and accurately
• A passion for reading. You will read a lot of material as you review and analyze student content, so excellent reading comprehension is important
• Confidence to operate independently and autonomously within a virtual team environment and the ability to reach goals with minimal supervision
• 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

Benefits

• We’re a remote-first company; our 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

Company Overview