Job Description
Senior Escalations Associate
Customer Experience | Remote, USA | Full Time | Opened about 6 hours ago | From $29.64 to $32.76 per hour
ABOUT SWING:
Swing Education is an online staffing marketplace that connects substitute teachers with schools. Founded in 2015 by former K-12 educators and administrators, Swing makes it easier for schools and districts to find reliable, qualified substitute teachers when they need them most. With over 500,000 absence days filled to date, Swing is dedicated to improving the experience of finding substitute teachers, becoming a sub, and keeping student learning on track. Swing serves over 2,800 partner schools across California, Arizona, Illinois, Texas, New Jersey, New York, and Washington D.C.
Swing Education is proud to be a Minority-Owned Business; all three of our co-founders, including our CEO, CTO, and COO, are people of color. One of our founders is a woman of color. Our board of directors is also 60% female and 75% people of color. Swing Education strives to embrace Diversity, Equity, and Inclusion across the company, and embraces these values not only in its corporate hiring decisions, but also in its day to day interactions with and management of Swing Subs. Over 50% of our staff are women, and 60% are people of color (30% underrepresented groups). 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 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 (schedule will be 9am to 5:30pm PST).
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.
- Escalating tickets as necessary or appropriate to our Escalations Manager for review and response.
- 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
- Exceptional written and verbal communication skills required
- 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
- Understands the importance and value of relationship-building
- Hyper-organized and detail-oriented case manager
- Commitment to diversity and inclusion in working with diverse teams
- Good judgment and the ability to handle sensitive and confidential information with discretion
- Skilled problem solver
- Effective communication skills are a requirement for this role. You will be expected to communicate both verbally and in writing. You will likely spend at least 30% of your workweek on the phone.
- Ability to collaborate with a variety of teams