Safety Support Specialist

The Role

GoGuardian is on a mission to transform education by helping to protect students in the digital space from harmful and distracting content and supporting their mental health. We partner with schools to identify learning patterns and maximize the academic potential of every student. With GoGuardian, educators can engage students with more effective resources while also promoting online accessibility in the most applicable way for their school population.

From developing support resources to tracking and escalating issues, we’re looking for a utility team member who is passionate about helping our customers & their community and isn’t afraid to roll up their sleeves and help out wherever needed. As a SSS, you will handle incoming Beacon active planning alerts and escalate to school officials in the protection of students’ mental health and safety.

This is a temporary, program-based role spanning from the beginning of September through May 27, 2027, with potential for extension or conversion to a permanent position based on business needs and performance.

What You'll Do

• Review Beacon alerts and escalate via phone calls to school administrators (e.g., school counselors) to take appropriate action  
• Identify and escalate new issues and trends, including sensitive problems, and help contribute to solution building 
• Contribute to training, enablement, implementation, and support resources, including knowledge base articles and canned responses
• Actively participate in SSS team-building projects 
• Supporting overall Technical Support tickets as business needs arise.

Who You Are

• Reliable and trustworthy team player that is organized, committed, and able to work independently in a fast-paced, changing environment
• 1+ year in a Support role or other intimate Customer-Facing Roles (prior work in Trust & Safety, Online Content Moderation, school-based roles like Teacher, Administrator, Counselor, Therapist, or Social Worker highly preferred)
• 1+ year in a white glove customer service position 
• Demonstrated ability to follow protocols and policies across typical and “edge case” scenarios, while also being able to think quickly and handle potentially challenging cases as professionally as possible
• High level of emotional intelligence and calm / poise while dealing with sensitive information and potentially high-stress situations
• Experience working with Zendesk
• Experience answering support tickets and phone calls
• Outstanding written, verbal, interpersonal communication skills. College degree preferred. 
• Additional plus: non-English language proficiency

What We Offer 

• Competitive hourly rate of $22.50/hr
• Opportunity to impact and revolutionize safe digital learning experiences for K-12 students
• Partner with enthusiastic and talented colleagues who are compelled to do good in the world
• Mental health support monthly stipend for Safety Support Specialists
• Grow and scale with one of the fastest growing EdTech companies