Lightspeed’s web filtering and safety monitoring solutions utilize Artificial Intelligence, machine learning, and client input to accurately categorize and analyze internet content and activity. We are currently hiring a Student Safety Manager who is responsible for managing daily operations, resolving alerts during high-volume periods, and overseeing performance reviews and new employee training. This role plays a crucial part in leading customer onboarding, handling escalations, providing root cause explanations, and collaborating with product and development teams for continuous improvement. The position also involves monitoring team KPIs, supporting process enhancements, ensuring data privacy, and offering first-level technical support. Effective communication, mentoring, and crisis management are key components of this role. You’ll play a key part in our mission of protecting students and have a real impact on our clients, students, and the company.

NOTE: The application period for this position will close on Wednesday, August 28, 2024.

ABOUT THE JOB 

The following are the essential functions of the position. The list is not exhaustive and may be supplemented as necessary.

Daily Operations: Resolve alerts promptly, especially during high-volume periods, while serving as both a player and coach.
Performance Management: Conduct performance reviews of team members, evaluating productivity, quality, adherence to policies, teamwork, and customer interactions.
Customer Onboarding: Lead onboarding meetings with new customers, explaining processes, configurations, and best practices.
Escalation Management: Engage with customers during escalations, assist in issue remediation, and explain root causes while collaborating with other teams.
Training: Train new employees on company policies, procedures, and tools; lead cross-team training on updates.
Collaboration: Work closely with product and development teams to understand tools and suggest necessary modifications.
Process Improvement: Identify, lead, and support initiatives for process improvements.
Team Support: Motivate and support team members during stressful, challenging, or crisis situations.
KPI Monitoring: Monitor team and individual KPIs, identify successes and areas for improvement, and regularly meet with team members to discuss performance and ongoing efforts.
Administrative Management: Manage team timesheet tracking, approvals, scheduling, and time-off needs.
Confidentiality: Handle confidential information with the utmost discretion.
Training Advocacy: Advocate for and seek out ongoing external training opportunities for the team.

ABOUT YOU

Communication Skills: Ability to mentor, coach, and train others through clear and effective communication.
Feedback and Coaching: Capability to provide clear, objective feedback to team members based on data and process adherence.
Customer Escalation Management: Proficiency in handling customer escalations in potentially stressful scenarios.
Meeting Leadership: Experience leading customer meetings, including onboarding, training, and solution overviews.
Technical Support: Ability to troubleshoot and support technical setups and other general computer needs for the team, serving as the first level of support prior to IT involvement.
Software Proficiency: Deep understanding of Alert software and HR Tool UI.
Data Analysis: Skills in data reporting, analysis, and review.
Relationship Building: Ability to develop and maintain strong relationships with internal and external partners.
Results Oriented: Maintain a consistent productivity and quality based on daily and ongoing needs.

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