Substitute Teacher Escalations Associate

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 6 years in operation, we are working with over 4000 schools in 7 states and have filled over 300k teacher absence days. We're a post-series B company with about 50 employees currently, and our lead investors include GV (aka Google Ventures), Owl Ventures, and Social Capital. We also strongly commit to diversity; our employees are 60% people of color (30% underrepresented minorities) and over 50% female. Our board of directors is also 75% female 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.

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.

• 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 Escalations processes

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

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

• Provide support to other teams as needed
  
  

• 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
  
  

Salary is commensurate with 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
• Generous PTO
• Paid holidays
• Parental leave
• Stock options
• Professional development reimbursement program
• Mission-driven work
• Fun, collaborative, balanced culture