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Operations Associate, Substitute Operations & Onboarding

Customer Experience | Flexible Location | Full Time

Job Description

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 a tech startup based out of San Mateo, CA 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 C, YC company (through ImagineK12). To learn more about Swing visit www.swingeducation.com.

The Position:

The Customer Experience (CX) team at Swing seeks to empower our users through easy self service and provide guidance and expertise when our schools and subs need us. The Operations Associate will contribute to the growth of Swing Education marketplace by offering our substitute teacher candidates a quality onboarding experience with a high level of customer service. They will support and streamline the substitute teacher on-boarding and engagement operations across all regions, maintaining timely, high quality communication and interaction with prospective candidates and substitute teachers on the platform.

An ideal candidate is a fast learner, detail-oriented, and values delivering high quality customer service. To succeed in this role, you should be adaptive and able to work in a dynamic, highly interactive, and innovative environment. You also uphold and live out Swing’s core values of collaboration, transparency, continuous learning, and commitment to diversity & inclusion.

This is a full-time position with the option for remote work. Swing Education’s office is located in San Mateo, California, however, all staff are working remotely during the COVID-19 pandemic until further notice. 

Responsibilities:

  • Review key documentation during the screening process including tuberculosis tests, credentials, resumes, and background checks, and engage in necessary follow-up with candidates. (Training and managing transition for Document review and approval: certifications, tuberculosis tests, education verification, and Live Chat)

  • Identify useful key trends, such as most-frequently asked questions, that can help inform and guide our product team to make improvements to the onboarding experience

  • Help create guides and help articles to reduce onboarding friction

  • Work cross-functionally to support onboarding initiatives.

  • Identify and escalate bugs in the onboarding process to Product and Engineering.

  • Identify pain points in workflows, and help streamline Substitute Operation workflows

  • Support sub quality activities like sub coaching calls, following up with subs in regard to escalations/suspensions in collaboration with the Live Support team. 

  • Ensure Sub activation when special requirements are requested by districts. 

Qualifications:

  • Bachelor’s degree required

  • Ticket-based customer support experience a plus

  • Excellent communication and interpersonal skills

  • Commitment to diversity and inclusion in working with diverse teams

  • Detail-oriented and able to keep tasks organized

  • Outstanding time management and prioritization skills, particularly in a dynamic rapidly changing work environment

  • Comfortable with multitasking, ability to accomplish numerous tasks in an effective and timely manner

  • 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

Compensation:

This position will be non-exempt and compensation 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

  • Generous PTO

  • Paid holidays

  • Family leave

  • Stock options

  • Professional development reimbursement program

  • 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.