About Swing
On average, U.S. students are with substitute teachers for 5% of the typical school year. That means our students have substitute teachers for more than six months of their K-12 school career. The problem? We're suffering from a national shortage of substitute teachers.
Swing Education is focused on tackling the substitute teacher shortage. We make it easy for great schools and quality subs to find each other. We help schools access more subs and offload tedious work (recruiting, screening, payroll, etc.) and we help subs find jobs, gain experience and build their professional network.
Swing is a revenue generating, Series B, YC company.
The Position
The Trust & Safety Manager will take a data-driven, customer first approach to understand and resolve escalations and negative feedback issues with both our school partners as well as substitute teachers. They will handle high tier level escalation issues and negative feedback as well as be responsible for resolution for each case. In addition to feedback and escalation cases, they will also handle all safety related issues involving our customers. This position will work closely with support and product team as well as other cross-functional partners to iterate on escalation processes and improving the experience for our customers. This is a critical role in the CX organization and ensures our subs as well as school partners get a great experience on the Swing platform.
An ideal candidate for this position is highly empathetic, relationship-oriented, a fast learner, resourceful, detail-oriented, and proactive. You must be able to work in a fast-paced, highly interactive and innovative environment.
Responsibilities
- Able to respond in a timely manner to escalation issues
- De-escalate sensitive situations related to both school partners and substitute teachers
- Execute our feedback process, and continuously update all feedback reporting tools
- Manage feedback channels
- Run communication/ campaigns regarding feedback
- Follow up on pending/ outstanding escalation issues.
- Manage sub related Insurance claims
- Innovate on current feedback process to scale with effectiveness and efficiency
- Experiment with new strategies to optimize sub experience
- Collaborate with the Support and School Operations team to ensure positive customer experience for all subs and schools
- Utilize data to inform product development and improve user experience
Qualifications
- Bachelor’s degree required
- 2-4 years of work experience with prior experience in trust and safety related roles
- Comfortable talking through tough issues with customers
- Sound judgment and the ability to handle sensitive and confidential information with discretion
- Excellent listener as well as excellent communication and interpersonal skills, including the ability to build relationships and evaluate candidates.
- Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment
- Outstanding time management skills, with proven ability to multi- task, accomplishing numerous tasks and changing priorities in an effective and timely manner
- Commitment to diversity and inclusion
- Proven ability to think analytically to solve complex problems
- Prior teaching experience or previous experience working with educators
Perks
- Medical/dental/vision benefits
- Generous PTO
- Paid holidays
- Family leave
- Stock options
- 401k match
- $1k/year for professional development
- A stocked kitchen and unlimited caffeine
- Mission-driven work
- Fun, collaborative, balanced culture
Swing Education is an equal opportunity employer and strongly encourages applications from people of color, persons with disabilities, women, and LGBTQ+ applicants