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Escalations Associate I

Customer Experience | Remote, USA | Full Time | Opened about 2 months ago | From $26.00 to $28.00 per hour

Job Description

ABOUT SWING:

Founded in 2015 by former K-12 educators and administrators, Swing Education is one of the leading platforms assisting school districts in sourcing dependable, highly qualified substitute teachers. At the core of our company stands a diverse and visionary leadership team. In the face of a nationwide teacher shortage, Swing believes that every classroom should have a teacher, and every student deserves uninterrupted learning. By establishing a marketplace that facilitates seamless connections between substitute teachers and schools, Swing aims to streamline the pathway for K-12 schools and districts to access reliable, top-tier substitute teachers when they're needed most.

At Swing, we champion a fundamental belief: for our schools and students to thrive, our team must reflect the rich diversity of the thousands of students and educators we are privileged to serve. This belief is deeply ingrained in our organizational identity, embodying Living DEI (Diversity, Equity, and Inclusion) as one of Swing's Four Core Values. We committed to creating a work culture that embraces inclusivity and belonging for every member of our present and future team. To learn more about Swing Education, and our Core Values please click here.

POSITION SUMMARY:

Swing seeks to empower our users by providing feedback, guidance, and expertise when our schools and subs need us. As a Substitute Teacher Escalations Associate, you will support the escalation and resolution process for schools and substitute teachers and provide world-class customer support, identify customer pain points, resolve concerns, and escalate inefficiencies you identify in our support processes. Your primary role will be to support our Substitute Teacher Coordinator with school and substitute teacher escalations and feedback. You are highly organized, inquisitive, empathetic, a thoughtful communicator, and energized by helping our school partners and substitute teachers get the most they can out of their Swing experience.

This is a full-time remote position that will be covering a Pacific or Central time zone.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Case Management: Review, triage, and respond to assigned reported incidents by both subs and schools

  • Ensure an equitable experience for all cases to the best of your ability

  • Provide high quality communication through Zendesk via email and phone calls

  • Flag user pain points and suggest solutions to the Escalations manager

  • Identify areas of improvement in the Reliability Response and Resolutions processes

  • Suggest, update, and create macros for internal team use to speed up response times

  • Utilize Trello and keep it up-to-date with the most current information

  • Provide support to other teams as needed

REQUIREMENTS AND QUALIFICATIONS:

  • Bachelor’s degree preferred or equivalent experience required

  • Ticket-based customer support experience a plus

  • Highly empathetic, takes time to understand customer pains, needs, and wants, and goes the extra mile to make sure customer issues are resolved as quickly as possible

  • Hyper-organized and detail-oriented, with excellent written and verbal communication skills

  • Commitment to diversity and inclusion in working with diverse teams

  • Good judgment and the ability to handle sensitive and confidential information with discretion

  • You consider yourself a technology enthusiast and enjoy learning how to use new technology tools

  • High level written and verbal skills required

  • A high degree of multitasking capabilities required

  • Work schedule: 8:00AM to 5:00PM PST

COMPENSATION:

Salary is commensurate on experience and is adjusted for cost of living standards dependent on position location. Swing Education offers a comprehensive benefits package which includes the following perks:

  • Medical/dental/vision benefits
  • Flexible Time Off (FTO)
  • Paid holidays
  • Parental leave
  • Stock options
  • Professional development reimbursement program
  • Co-working membership reimbursement
  • Mission-driven work
  • Fun, collaborative, balanced culture

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Swing is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Swing is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.