Gaggle

• Conduct weekly 45-minute virtual therapy sessions with assigned clients • Help students improve their overall mental health and well-being • 90% clinical services / 10% administrative responsibilities

• Provide excellent customer service by way of many different channels including email, phone and live chat • Work to resolve technical problems reported by customers via phone (inbound and outbound), email and live chat • Provide exceptional customer service in a responsive, resourceful, and friendly manner • Answer questions related to Gaggle products by working extensively within the G Suite and Office365 applications • Analyze and review customer system setup to ensure accuracy • Educate customers on their particular Gaggle services and resources • Work with assigned customers to implement services and to provide ongoing support

Role Description This is a full remote position. Hiring all shifts (1st, 2nd, 3rd). We are seeking an Operations Representative ('Safety Analyst' title internally) to join Gaggle’s Operations Team in reviewing and analyzing online activity of K-12 students. This is a unique opportunity that offers a chance to make a real difference in the lives of millions of students across the country. This position requires focus and dedication to make quick and accurate decisions on repetitive work. This team is credited with uncovering bullying, threats of violence, suicide attempts, self-harm situations, domestic abuse, mental health struggles, drug abuse, and many other situations where a student needs intervention from a caring adult. What you will be doing - Reviewing and analyzing student activity to identify a need for intervention related to student safety or well-being while maintaining quality and efficiency goals. - Communicating with our customers, designated emergency contacts, at a school district to relay important information. - Fielding phone calls and emails from customers about student incidents in a responsive, resourceful, and professional manner. - Applying sound judgment and knowledge from previous related experience to make the best decisions to keep students safe. - Recording and maintaining concise notes regarding each incident in Salesforce CRM. - Identifying trends, utilizing research to make decisions, and collaborating with other Operations Analysts to make recommendations for decision strategy. - Working closely with department leadership to develop processes and procedures to reach company goals. - Auditing decisions made by others with a focus on accuracy and efficiency to improve the quality of decisions made on the team. - Operating as a single contributor on a team with a high level of ownership of individual outcomes. Qualifications - Experience using a variety of desktop and web-based applications. We use Salesforce, Service Cloud, Slack and Sling here at Gaggle. - Experience in crisis management, child advocacy, content moderation, or a related field or degree. - A strong comfort level in communicating sensitive information through email, text, and phone. - The ability to stay focused on the same task for long uninterrupted periods. - A passion for reading and excellent reading comprehension. - Confidence to operate independently and autonomously within a virtual team environment. - A high degree of ownership of individual outcomes and contribution to the department and company goals. - A passion for continuous improvement and a willingness to manage change with grace. - Fluency in Spanish is a plus. Requirements - Reports to Operations Supervisor. - This role requires job-based access to protected data, which must occur within the United States. - This is a work-from-home position; a reliable high-speed connection and a private, dedicated work area is required. - Exposure to graphic content that may contain nudity; workspace should allow for privacy. - This role requires sedentary and/or light-duty office work as well as high visual acuity. - This team operates 24/7; work days may require flexibility and extended hours. - The ability to reach expectations and manage work-life balance with minimal supervision. Benefits - We’re a remote-first company; our team works together across all 50 US states. - PPO and HDHP health insurance plans through BCBS of Illinois; coverage includes treatment for fertility (including IVF) as well as offering virtual visits and mental health resources. - Dental insurance (including orthodontia) through Guardian. - Vision insurance through BCBS/EyeMed. - HSA, FSA, LPFSA, and DCFSA available, with a $500 annual company contribution. - 401(k) plan with immediate vesting and a 4% company contribution with each paycheck. - Employee Assistance Program through Paychex and Guardian (includes financial and legal assistance). - Flexible PTO. - Generous, 100% to 70% paid leave plans, up to 90 days. - Pet Insurance Discount Program. - Fun perks such as team recognition programs, holiday gifts and bonuses, company retreats, raffles, and fantasy football leagues. Company Description Gaggle is proud to be recognized as a 2023 Top Workplace and also a proud recipient of the 2024 Top Workplaces USA Today award. We are committed to equal opportunity without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex. At Gaggle, a diverse, inclusive, and equitable workplace is one where all employees and customers feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments, programs, and worksites.

• Manage employee lifecycle processes, including onboarding, offboarding, status changes, and HRIS updates • Maintain compliant and audit-ready employee records, I-9 documentation, personnel files, and HR documentation • Support multi-state employment compliance, including required reporting, policy updates, unemployment claims, and wage garnishments • Own background check workflows for employees and contractors, including administration, documentation retention, compliance review, and escalation support • Oversee contractor onboarding, documentation, agreements, and compliance workflows • Manage employee leave and accommodation documentation, including FMLA, ADA, and state-paid leave requirements • Support managers and employees with HR guidance, policy interpretation, and employee relations matters • Identify opportunities to improve HR processes, workflows, and employee experience initiatives • Maintain HR SOPs, templates, and internal resources to support scalable HR operations

• Conduct 45-minute weekly video therapy sessions with assigned clients helping them improve their mental health • 90% clinical / 10% admin

• Conduct 45-minute weekly video therapy sessions with assigned clients helping them improve their mental health • 90% clinical / 10% admin

• Conduct 45-minute weekly video therapy sessions with assigned clients helping them improve their mental health • 90% clinical / 10% admin

• Conduct 45-minute weekly video therapy sessions with assigned clients helping them improve their mental health • 90% clinical / 10% admin

• Reviewing and analyzing student activity to identify a need for intervention related to student safety or well-being while maintaining quality and efficiency goals set in place to ensure quick delivery of actionable information to emergency contacts • Communicating with our customers, designated emergency contacts, at a school district to relay important information • Fielding phone calls and emails from customers about student incidents in a responsive, resourceful, and professional manner • Applying sound judgment and knowledge from previous related experience to make the best decisions to keep students safe • Recording and maintaining concise notes regarding each incident in Salesforce CRM • Identifying trends, utilizing research to make decisions, and collaborating with other Operations Analysts to make recommendations for decision strategy • Working closely with department leadership to develop processes and procedures to reach company goals • Auditing decisions made by others with a focus on accuracy and efficiency to improve the quality of decisions made on the team • Operating as a single contributor on a team with a high level of ownership of individual outcomes

• Own the success, retention, and growth of Gaggle’s entire customer base across North Carolina. • Support districts funded through state-provided allocations with scaled customer success strategy and enterprise relationship management. • Serve as a strategic advisor to district leaders across North Carolina. • Operationalize tier-specific engagement models ensuring appropriate support for customers. • Maintain relationships with key state agencies and advocates by providing reporting on program success and feedback from existing customers. • Review and standardize engagement across districts within each tier. • Establish clear engagement standards for each customer tier and build repeatable communication workflows.