Customer Support Specialist – Emergency Response

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $29 - $36 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 8%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Frontline Wildfire Defense

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Venture Round on 2023-10

Consulting • Healthcare • Logistics

Frontline Wildfire Defense is on a mission to provide faster, safer, and more precise ways to protect homes and businesses from wildfires. By combining specialized hardware and advanced software, Frontline offers automated sprinkler systems and real-time wildfire alerts, ensuring that properties can defend themselves against flame threats. The company focuses on innovative solutions to keep communities prepared and safe during wildfire season.

📋 Description

• Monitor active wildfire incidents and Frontline fire-tracking alerts • Identify customers within alert range and prioritize outreach based on fire proximity, behavior, and evacuation status • Proactively contact customers in a fire’s path and guide them through activation or override decisions • Verify controller connectivity, backup battery, water pressure, and secondary water sources • Provide calm guidance to evacuating or stressed customers, reinforcing personal safety and official evacuation orders • Track incidents using CAL FIRE, InciWeb, National Weather Service Red Flag Warnings, and local evacuation maps • Log system activity and performance during fire events and escalate failures to engineering and field service • Respond to inbound calls, texts, emails, and app messages around the clock • Troubleshoot the Frontline app, controller, alerts, and Wi-Fi, cellular, and satellite connectivity • Follow escalation procedures and own issues through resolution • Create service tickets and dispatch requests • Maintain detailed interaction, decision, and follow-up records • Follow up after fire events to confirm system status and schedule refills, inspections, or repairs • Document system performance and property outcomes for product improvements and performance reporting • Lead readiness check-ins before fire season and during Red Flag Warnings • Help build response playbooks, call scripts, escalation protocols, and knowledge bases • Identify recurring issues and customer pain points and share them with Product, Engineering, and Field Services • Perform additional related tasks as assigned

🎯 Requirements

• 2+ years in a high-pressure, customer-facing role such as emergency dispatch, alarm or central station monitoring, a network operations center, crisis support, or technical support for connected devices • Ability to remain calm under pressure, de-escalate distressed callers, and communicate clearly and empathetically • Comfort troubleshooting connected technology over the phone, including apps, Wi-Fi, cellular devices, and controllers • Sound judgment and ability to prioritize quickly during multiple urgent situations • Strong documentation habits and experience with ticketing or CRM systems • Availability for rotating shifts, including overnights, weekends, and holidays, plus extra shifts or on-call time during active fire events • Quiet, private home workspace with reliable high-speed internet and a backup connectivity plan • Proficiency in Google Workspace and Slack • High school diploma or equivalent • U.S.-based • Successful completion of comprehensive background checks

🏖️ Benefits

• Company-provided cell phone and laptop • Medical, Dental, and Vision Insurance • 401(k) retirement plan • Flexible time off • 14 paid holidays, including your birthday • Work-from-home stipend to support your remote setup • Remote-first work environment • Company-provided equipment • Overtime eligible

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