Operations Safety Analyst, Trust & Safety
Gaggle
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Review and analyze student activity to identify needs for intervention related to student safety or well-being while meeting quality and efficiency goals
- Communicate with customers and designated emergency contacts at school districts to relay important information
- Field phone calls and emails from customers about student incidents in a responsive, resourceful, and professional manner
- Apply sound judgment and knowledge to make quick, accurate decisions to keep students safe
- Record and maintain concise notes regarding each incident in Salesforce CRM
- Identify trends, utilize research, and collaborate with other Operations Analysts to recommend decision strategies
- Work closely with department leadership to develop processes and procedures to reach company goals
- Audit decisions made by others focusing on accuracy and efficiency to improve team decision quality
- Operate as a single contributor with high ownership of individual outcomes
Requirements
- Experience using a variety of desktop and web-based applications (Salesforce, Service Cloud, Slack, Sling)
- Experience in crisis management, child advocacy, content moderation, or a related field or degree
- Strong comfort level in communicating sensitive information through email, text, and phone
- Ability to stay focused on the same task for long uninterrupted periods and process large amounts of content quickly and accurately
- Excellent reading comprehension and a passion for reading
- Confidence to operate independently and autonomously within a virtual team environment and reach goals with minimal supervision
- High degree of ownership of individual outcomes and contribution to department and company goals
- Passion for continuous improvement and willingness to manage change with grace
- Fluency in Spanish is a plus
- Reliable high-speed internet connection and a private, dedicated work area
- Ability to view sensitive and potentially graphic content (may contain nudity) and ensure workspace privacy
- Ability to perform sedentary/light-duty office work, high visual acuity, and sit and work at a computer up to ten hours per day
- Willingness to work flexible shifts including first/second shift, weekends, four 10-hour days per week; team operates 24/7