Please note that our National Operations Center is a 24/7 operation with three shifts. Candidates must be available for one of the following full-time shifts: 

Morning (6am-3pm)

Afternoon (2pm-11pm)

Overnight (10pm-7am) *please note this shift pays more than daytime shifts

About Citizen

Citizen is a free app that keeps you and your loved ones safe. It is a powerful force for good that has already evacuated people from burning buildings, diverted school buses from nearby terrorist attacks and reunited missing children with their parents. 

Using our unique technology, 911 alerts are made available to the public and are accompanied by live stories, real-time updates, and user-generated content to provide you with the information you need to protect yourself and your loved ones. We act fast, break news, and give people the immediate information they need to stay safe. And we’re just getting started. 

This year Citizen will expand further across the United States with the express mission of making your world a safer place. We’re looking for passionate, mission-driven individuals to help take the Citizen app to the next level as we scale up nationwide. With a group of passionate builders from Facebook, Square, Uber, Google and HQ Trivia, Citizen is the company your current company doesn’t want you to know about.

Citizen is backed by Sequoia Capital, 8VC, and Founders Fund and has raised tens of millions in VC funding. 

About the Team

The National Operations Center is Citizen’s 24/7 newsroom. The talented, detail-oriented, and creative individuals on this team are the frontline of our business. Every incident created in the Citizen app is managed by a member of the Operations team. Citizen’s National Operations Team consists of former journalists, copywriters, content creators, and first responders, who all have a passion for keeping their communities safe and informed. 

Role Description

Citizen is searching for trained crisis professionals who are equipped to aid others in minor or major emergency situations. Virtual Safety Agents will play a key role in leading our mission critical 24/7 National Operations Center. In this role, you will be communicating with users who are in need of assistance in potentially unsafe conditions. You will be responsible for guiding difficult conversations and using your best judgement in determining the severity of these situations in real-time. You will be at the frontlines of helping users who feel unsafe in their surroundings and offer direct assistance and escalation to 911. 

Responsibilities

• Communicate with users who have indicated they are in need of immediate assistance 
• Triage the level of severity of each call and make appropriate assessments of necessary next steps 
• Offer support and guidance in real-time to any user who feels unsafe 
• Decide when a situation is of heightened importance and should be looped into a 911 call
• Work with a team of Safety Alert Writers to help broadcast relevant safety information
• Make real-time judgement calls that directly impact a person’s personal safety 

Requirements

• Experience as a first responder / medical professional a plus
• Experience working in a 24/7 Customer Success / Safety / Security operations center a plus
• Exercise superb judgment on sensitive subject matter
• Ability to multitask and effectively prioritize
• Ability to mitigate stressful situations and demonstrate empathy for others 
• Flexible and open to constantly-changing priorities and managing multiple tasks simultaneously within tight time frames 

Citizen offers a competitive benefits package including medical, dental, vision, flexible spending accounts, paid time off, company holidays, stock option plan, overtime, meals, commuter benefits, and various wellness perks.

Citizen is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.