This is a full remote position.First/second shift schedule, including weekends. Four 10-hour days per week.We are seeking an Operations Representative ('Safety Analyst' title internally) to join Gaggle’s Operations Team in reviewing and analyzing online activity of K-12 students. This is a unique opportunity that offers a chance to make a real difference in the lives of millions of students across the country. 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, and many other situations where a student needs intervention from a caring adult.What you will be doingReviewing 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 contactsCommunicating with our customers, designated emergency contacts, at a school district to relay important informationFielding phone calls and emails from customers about student incidents in a responsive, resourceful, and professional mannerApplying sound judgment and knowledge from previous related experience to make the best decisions to keep students safeRecording and maintaining concise notes regarding each incident in Salesforce CRMIdentifying trends, utilizing research to make decisions, and collaborating with other Operations Analysts to make recommendations for decision strategyWorking closely with department leadership to develop processes and procedures to reach company goalsAuditing decisions made by others with a focus on accuracy and efficiency to improve the quality of decisions made on the teamOperating as a single contributor on a team with a high level of ownership of individual outcomesWhat you should haveExperience using a variety of desktop and web-based applications. We use Salesforce, Service Cloud, Slack and Sling here at GaggleExperience in crisis management, child advocacy, content moderation, or a related field or degreeA strong comfort level in communicating sensitive information through email, text, and phone to convey the seriousness of a situationThe ability to stay focused on the same task for long uninterrupted periods. You must be able to process large amounts of content quickly and accuratelyA passion for reading. You will read a lot of material as you review and analyze student content, so excellent reading comprehension is importantConfidence to operate independently and autonomously within a virtual team environment and the ability to reach goals with minimal supervisionA 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 graceFluency in Spanish is a plusAdditional InformationReports to Operations SupervisorThis role requires job-based access to protected data, which must occur within the United States. We are unable to support work relocation outside the United States or to any US installation located abroad for this position.This is a work-from-home position; a reliable high-speed connection and a private, dedicated work area with the ability to work for hours at a time with little to no disruption is required.It is important to note that in this position, you will be required to view content of a sensitive nature including exposure to graphic content that may contain nudity. Your workspace should allow for privacy so no other parties are exposed to this content.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 while looking at a computer screen, reading material on a computer screen and sitting for long periods of time.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.Salary Range and BenefitsPlease apply to this posting in order to learn more about the starting salary range and benefit options. Some benefits highlights:We’re a remote-first company; our team works together across all 50 US statesPPO 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 resourcesDental insurance (including orthodontia) through GuardianVision insurance through BCBS/EyeMedHSA, FSA, LPFSA, and DCFSA available, with a $500 annual company contribution401(k) plan with immediate vesting and a 4% company contribution with each paycheckEmployee Assistance Program through Paychex and Guardian (includes financial and legal assistance)Flexible PTOGenerous, 100% to 70% paid leave plans, up to 90 daysPet Insurance Discount ProgramFun perks such as team recognition programs, holiday gifts and bonuses, company retreats, raffles, and fantasy football leaguesOur Team CommitmentGaggle is proud to be recognized as a 2023 Top Workplace and also a proud recipient of the 2024 Top Workplaces USA Today award. We are committed to equal opportunity without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.Diversity, Equity, and InclusionAt Gaggle, a diverse, inclusive, and equitable workplace is one where all employees and customers, whatever their gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or disability, feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and worksites. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We’re committed to maintaining an inclusive environment with equitable treatment for all.
