Escalations Senior Associate

Posted Jul 5

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. Our online platform makes it easy for great schools and quality subs to find each other. We help schools access more subs and offload tedious work associated with managing a pool of substitute teachers (recruiting, screening, payroll, etc.). Our network provides subs with a wider range of work opportunities to gain experience and build their professional network.

After more than 7 years in operation we are working with over 4000 schools in 7 states and have filled over 500k teacher absence days. We're a post-series C company with about 80 employees currently and our lead investors include GV (aka Google Ventures), Owl Ventures, and Social Capital. We also have a strong commitment to diversity and our employees are 60% people of color (30% underrepresented groups) and over 50% women. Our board of directors is also 75% women and 75% people of color.

We’re a diverse and inclusive team. We find it easy to get up in the morning and work for teachers, schools, and students.

POSITION SUMMARY:

Swing seeks to empower our users by providing feedback, guidance, and expertise when our schools and subs need us. As an Escalations Senior Associate, you will be responsible for supporting the response and resolution process for schools and substitute teacher escalations. Additional responsibilities include providing world-class customer support, identifying customer pain points, resolving concerns, conducting training as needed for new/onboarding team members, identifying potential solutions for inefficiencies in our support processes, and other duties as assigned.

Your primary role will be supporting the Escalations Manager by assisting with the review and preparation of high-level cases, interaction and coordination with both legal and HR Teams, employing technology to streamline internal processes, investigating feedback from school partners and subs with unbiased, equitable, and timely decisions, fairly administering Swing’s progressive discipline process, and drafting high-quality correspondence to support organizational needs. You are an expert communicator, experienced case manager, highly organized, and inquisitive collaborator; focused on cultivating positive and professional customer relationships.

The Senior Associate position is a full-time remote environment covering a Pacific to Eastern time zone.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Support our Escalations Manager by assisting with the review and preparation of high-level cases escalating tickets as necessary to our Escalations Manager for review and triage.
  • Collaborate with both legal and Human Resource teams as necessary.
  • Provide high-quality, efficient, and helpful correspondence in response to customer incidents through channels like Zendesk emails/tickets and phone support as directed by the Escalations Manager.
  • Participate and present cases in MemCom meetings as directed by the Escalations Manager.
  • Provide fair and equitable administering of Swing’s progressive discipline process.
  • Flag user pain points and suggest solutions to your supervisor
  • Identify areas of improvement in Escalations processes and participate in the development of action plans to streamline internal processes.
  • Use tools and knowledge base to maintain low ticket processing time with the highest level of quality.
  • Suggest, update, and create content for our external Help Center and internal knowledge base to provide an easy, self-service customer experience (macros, help articles, etc.)
  • Build strong relationships with school partners and SwingSubs.
  • Provide support and guidance to other teams upon request and as directed by the Escalations Manager, including but not limited to Sub Operations

REQUIREMENTS AND QUALIFICATIONS:

  • Bachelor’s degree preferred or equivalent experience required
  • Ticket-based customer support experience a plus
  • Experience with case management
  • 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 case manager
  • Good judgment and the ability to handle sensitive and confidential information with discretion
  • Skilled problem solver
  • Exceptional written and verbal communication skills required
  • Ability to collaborate with a variety of teams

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 that 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.