Manager, Safety Support Specialists

GoGuardian • Full-time • United States • $110,000 - $115,000 / year • 1m ago

Fast Facts

Seeking a passionate leader to manage a team of Safety Support Specialists focused on ensuring student well-being through effective monitoring and response systems. The ideal candidate will demonstrate operational excellence while driving compassion and ethical leadership within a customer support environment.

Responsibilities: Responsible for hiring and leading a high-performing Safety Support Specialist team, managing performance metrics, driving continuous improvement, and collaborating closely with cross-functional partners.

Skills: Experience in managing teams of 15+, customer support operations, and a strong understanding of social-emotional well-being, with a compassionate approach to student safety.

Qualifications: 3+ years of leadership experience with a proven track record in hiring and building effective teams, preferably in youth-focused environments.

Location: Position is based in the United States with a focus on supporting students nationwide.

Compensation: $110000 - $115000 / Annually

The Role

We’re looking for a passionate, driven individual to be our Manager of the Safety Support Specialist team. This role carries the critical responsibility of leading a team of specialists who monitor, evaluate, and respond to alerts related to student well-being. You’ll manage a team of about 20 individuals supporting our customers 24 hours a day, 7 days a week, ensuring the safety of their students.

In this role, you’ll be responsible for driving operational rigor while leading with deep empathy for your team, our customers, and the students we serve. You’ll balance compassionate, human-centered decision-making with sound business judgment and a strong understanding of legal and policy frameworks. This position sits within GoGuardian’s Professional Services and Customer Success organization, which ensures our customers are fully supported and aligned toward our shared outcomes.

The ideal candidate cares deeply about students, educators, and the role our school systems play in supporting youth. They bring experience in building operational excellence without losing sight of empathy and ethical leadership. They understand how to make thoughtful decisions that balance emotional, operational, and legal perspectives especially in sensitive or high-stakes situations involving student safety.

This role requires a strong, self-led leader with experience managing teams, particularly in school or youth-focused environments that emphasize social-emotional well being. The leader will collaborate closely with cross-functional partners within the Customer Support organization, driving key performance indicators to ensure consistency, impact, and effectiveness in protecting students across the nation.

Because this team operates 24/7, this leader will also serve as an escalation point outside of normal business hours, including during on-call periods.

What You'll Do

Hire, recruit and lead a high-performing team of Safety Support Specialists focused on monitoring, evaluating and responding to alerts from our GoGuardian Beacon product. This includes ensuring highly auditable support processes and operations that enable the success of each team member and the team overall.
Build scalable solutions and process-driven approaches that do not rely on Standards of Practice that support the team and the cross-functional partner teams.
Manage and evaluate the performance of each team-member to ensure they are performing against the most important Key Performance Indicators and accelerating toward the mutual goals of the individual and the company.
Monitor, evaluate and understand the digital products that support your team and our Beacon product supporting our customers to identify opportunities for improvement and higher impact.
Drive a spirit of continuous improvement, always looking for ways we can increase productivity, build better scalable systems and best support our customers in an effort to drive more impact by preventing self harm, threats and violence within our customers’ schools.
Partner with customers to represent the needs of our customers, tracking trends within K–12 environments, evaluating customer feedback on our processes, and surfacing opportunities to strengthen our alerting systems and product experience.

Who You Are

An experienced leader who’s managed teams of 15+ members, with 3+ years of experience demonstrating a proven track record to hire, recruit and build high-performing teams.
A leader who has experience with Customer Support operations, including staffing to demand trends and building contingency planning for customer needs that can spike and retract at times, unexpectedly.
A compassionate, empathetic person who cares deeply about the safety of the youth in our school systems and has experience working in the social-emotional youth field.
Eager to take initiative in a fast-paced, ever-changing, dynamic environment and to challenge the status-quo in order to innovate for 10x impact.
Fueled by the ability to truly drive impact in protecting youth from self-harm and school-violence.
Emotionally resilient enough to constantly evaluate and discuss these difficult topics.

What We Offer

Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan.
Flexible time off, paid holidays, paid parental leave, and a paid year-end holiday break.
A robust catalog of benefits that support your professional growth and personal wellbeing, including work from home funds, fertility & adoption reimbursement, and more…

Plus the intangible:

A varied and challenging role in an innovative, global company.
Supportive, driven colleagues who have your back and share your passion.

The typical base salary range for this position is $110,000- $115,000 per year. The range displayed on this job posting reflects the minimum and maximum target for new hire base pay for this position and your pay will be determined by a variety of factors, including your primary work location, skills, qualifications and experience. Additional benefits information is listed on our careers page.