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 looking for an individual who exhibits high attention to detail and exceptional client service skills to join a team that provides an additional layer of human review to those technology services. In this vital Student Safety Specialist role, reviewing online activity that is recognized and "flagged" by our technology as potentially concerning or dangerous, you’ll play a key part in our mission of protecting students and have a real impact on our clients, students, and the company.

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

• Actively monitor queues to review and act on alerts flagging potentially concerning student activity.
• Analyze flagged content (including self-harm, violence, child sexual abuse material, and bullying) and determine context and student intent.
• Identify harmful online behavior and communicate with clients to advise appropriate responses.
• Collaborate with other teams (e.g., Technical Support, Sales, Customer Success) to resolve client needs.
• Continuously update skills and knowledge on the latest online threats to students.
• Review escalated alerts and contact school officials by phone to prompt urgent action.
• Identify emerging issues and trends to inform solution development.
• Participate in team projects and initiatives.
• Work flexible shifts including evenings, nights, weekends and holidays.

ABOUT YOU

• High School Diploma
• Ability to communicate effectively, both orally and in writing, with all levels of staff, client , and emergency services.
• Ability to clearly document and record information.
• As an open-minded individual, you are willing to objectively view and categorize very offensive and highly sensitive materials.
• Dedication to protecting data privacy and confidentiality.
• Ability to closely follow documented processes.
• Excellent organizational and reasoning skills.
• Ability to function effectively in a fast-paced environment.
• Excellent client service skills.
• Passionate and focused about our mission.
• Ability to remain calm under pressure and sense of urgency.
• Highly motivated self-starter.
• Current in social media trends and language.
• Available to work flexible schedules to include nights, weekends, and holidays.
• Crisis prevention, counseling, trust and safety or other similar experience preferred, but not required.