Manager, Safety Support Specialists

What We Do   At GoGuardian, we’re helping build a future where all learners are ready and inspired to solve the world’s greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.    What It’s Like to Work at GoGuardian

We are an outcomes-focused learning company with a steadfast focus on improving learning environments, one classroom at a time. Working with us means joining a remote team of diverse, committed, mission-driven employees who are inspired by our vision, dedicated to our customers, and ready to roll up their sleeves. Guardians put their heads together to solve problems, learn together from experiments that fail, and stand together by their work with full accountability. We balance our diligence with an inclusive culture that invites everyone to bring their whole self to work. Join us and learn why “I love the people here” is one of the most frequent comments we hear from Guardians.

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, emp