Operations Analyst / Trust & Safety (Remote, United States) - Gaggle

Do you want to be part of a team that saves lives? Gaggle works with K-12 schools to prevent bullying, school violence, self-harm, and suicide. Gaggle is an established, profitable company, growing over 20% each year. We are on a mission and we need your help. The work is unequivocally worthwhile - we saved over 1,400 student lives last school year.

This is a 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 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 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

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 
• 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

Additional Information

• Reports to Operations Supervisor
• 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. 

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.

3rd shift schedule, including weekends. Four 10-hour days per week.

Our Team Commitment

Gaggle 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.

Job Type: Full-time

EOE/M/F/Vet/Disability

Diversity, Equity, and Inclusion

At 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.