Senior Associate, Response & Resolutions

ABOUT SWING:

Founded in 2015 by former K-12 educators and administrators, Swing Education is a leading platform assisting school districts in sourcing dependable, highly qualified substitute teachers. Recently recognized as the Most Innovative Company in Education by Fast Company and named a Great Place to Work in 2024, Swing continues to set the standard for excellence in the EdTech space.

At the core of our company stands a diverse and visionary leadership team. In the face of a nationwide teacher shortage, Swing believes that every classroom should have a teacher, and every student deserves uninterrupted learning. At Swing, we champion a fundamental belief: for our schools and students to thrive, our team must reflect the rich diversity of the thousands of students and educators we are privileged to serve. We are committed to creating a work culture that embraces inclusivity and belonging for every member of our present and future team. To learn more about Swing Education and our Core Values, please click here.

Position Summary

We are seeking a highly motivated and thoughtful Senior Associate, Response and Resolutions, to join our remote team. In this role, you'll play a pivotal part in empowering our substitute teachers and school partners by managing and resolving escalated concerns with care, accuracy, and efficiency. This position requires strong critical thinking and problem-solving skills, a high attention to detail, and the ability to stay composed in challenging situations.

As a Senior Associate, you will support the intake and response process for school and substitute teacher escalations, investigate reports of safety compromise, and regularly collaborate with legal and HR teams. You’ll deliver world-class customer support, draft high-impact communication, and make fair, unbiased decisions that align with Swing’s progressive discipline process. This role also includes identifying areas of process improvement, supporting team training, and helping streamline operations through technology. The ideal candidate is an expert communicator and case manager who approaches each situation with professionalism, empathy, and a solutions-oriented mindset.

The Senior Associate position is a full-time remote environment covering a Pacific to Eastern time zone but will be required to work a schedule of 8am to 4:30pm PST.

Duties

• Serve as the first point of contact for school administrators and substitute teachers to ensure timely, unbiased, and equitable resolution of all cases, in alignment with Swing’s progressive discipline process and organizational values.
• Provide exceptional phone- and ticket-based customer support with professionalism, empathy, and clarity.
• Collaborate with the Escalations Manager to review and prepare high-level cases, often in coordination with Legal and HR teams.
• Identify potential legal or HR concerns and escalate appropriately to ensure compliance and risk mitigation.
• Monitor and maintain case documentation using internal tools (e.g., Trello); ensure up-to-date and accurate tracking.
• Review, triage, and track all reported incidents while ensuring adherence to data security, PII, HIPAA, and confidentiality requirements.
• Identify inefficiencies in the escalation process and flag user pain points to propose practical solutions to improve workflow and customer experience.
• Suggest, update, and create internal and external support macros to improve response efficiency and consistency.
• Participate in training and mentorship of new or onboarding team members, sharing best practices and supporting team growth.
• Perform additional duties as assigned by the Senior Manager, Customer Experience.
  
  

Requirements

• Keen critical thinking and problem-solving skills with the ability to analyze complex situations and make sound, timely decisions.
• Strong written and verbal communication skills, with a focus on professionalism, clarity, empathy, and confidentiality.
• Ability to remain calm, composed, and solutions-oriented under pressure or in emotionally charged situations.
• Experience handling customer complaints, conflict resolution, and sensitive feedback in a respectful and equitable manner.
• Proven ability to manage multiple priorities in a fast-paced environment; hyper-organized and self-directed.
• Collaborative mindset with a strong commitment to equity, inclusion, and transparency when working with diverse teams.
• Prior management or supervisory experience with a proven track record of guiding and supporting individual growth.
• Previous experience in case management, customer support, education, or a related field strongly preferred.
• Ticket-based customer support experience a plus.
  
  

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Swing is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Swing is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

Salary is commensurate on experience and is adjusted for cost of living standards dependent on position location. Swing Education offers a comprehensive benefits package which includes the following perks: Medical/dental/vision benefits Flexible Time Off (FTO) Paid holidays Parental leave Stock options Professional development reimbursement program Co-working membership reimbursement Mission-driven work Fun, collaborative, balanced culture

COMPENSATION:: $25 USD - $30 USD