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Full-Time

Monitoring Experience Supervisor-Overnight Shift

Updated on 9/9/2024

SimpliSafe

SimpliSafe

11-50 employees

Customizable home security systems and monitoring

Consulting
Hardware
Financial Services
Consumer Goods

Mid, Senior

Richmond, VA, USA

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Communications
Requirements
  • Ability to pass multiple state licensing background checks and monitoring related exams
  • 3-5 years of prior monitoring experience is preferred, with a minimum of 1 year of supervisory experience
  • Ability to monitor and track the receipt, transmission, and accuracy of messages processed using company emergency communications equipment and systems.
  • Ability to instruct on how to make quick and accurate decisions involving life threatening and/or other emergency conditions
  • Proficiency in basic computer programs, including Microsoft Office and Excel
  • Experience effectively communicating with people in emotional or physical distress
  • The ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters
  • Strong work ethic and the drive to contribute to company goals
  • Ability to prioritize in a fast-paced environment and excellent time management skills
  • Ability to multitask with different, and sometimes conflicting, events happening at the same time
  • Ability to engender respect and trust from staff and external constituencies.
  • Must clear background checks to meet state central station operator licensing requirements in multiple states, requiring the ability to pass state and national background checks by having no criminal convictions, guilty or nolo contendere pleas back to age 18 (including convictions that have been sealed or expunged). These state law background check requirements typically apply to the following types of offenses: felonies, class 1 or class A misdemeanors (as these are commonly referred to in many state statutes, but this may vary from state to state), offenses involving theft, sexual offenses, violence, dishonesty or crimes against a person.
Responsibilities
  • Set team goals that align with SimpliSafe’s company plan and vision to provide world-class monitoring service to meet and exceed CSAA Five-Diamond and UL Certification for Central Station Operations at the site.
  • Monitor team performance and productivity to provide constructive feedback and coaching to engage and develop team members
  • Build strong working relationships through communication with team members
  • Take escalated calls to ensure customer satisfaction, as well as assist with in emergency dispatch scenarios
  • Conduct 1:1 coaching sessions with team members to review prior month’s performance
  • Prepare and submit team and individual performance reports on a consistent basis
  • Recommend or implement measures to motivate employees to maintain or improve performance and efficiency.
  • Conduct continual assessment of the team’s overall emotional well-being; react appropriately to staff’s needs in emergency and routine situations
  • Participate in regularly scheduled meetings with the leadership team to stay abreast of business needs and changes
  • At times, partnering with recruiting teams during recruiting initiatives and events.
  • Fostering a work environment where team members receive personal development and career progression opportunities
  • Uphold standards and expectations through SimpliSafe established processes
  • Availability for on call hours as needed

SimpliSafe provides home security systems designed to protect homes and businesses from various threats, including intrusions and fires. Their product range includes security cameras, video doorbells, smart locks, and sensors that detect motion and broken glass. Customers can customize their security systems to meet their specific needs. SimpliSafe primarily targets residential customers but also serves small businesses. The company generates revenue through the sale of security hardware and subscription-based monitoring services, which offer 24/7 professional monitoring and emergency dispatch. What sets SimpliSafe apart from competitors is its wireless installation, long battery life, and features like visual verification of alarms, which can expedite police response. Their systems are user-friendly, often set up in minutes with step-by-step guidance. The goal of SimpliSafe is to provide accessible and effective security solutions for both homes and small businesses.

Company Stage

Seed

Total Funding

$587M

Headquarters

Boston, Massachusetts

Founded

2006

Growth & Insights
Headcount

6 month growth

5%

1 year growth

8%

2 year growth

28%
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Simplify's Take

What believers are saying

  • The introduction of AI-driven features like Live Guard Outdoor Monitoring and Smart Alarm Indoor Camera positions SimpliSafe as a leader in innovative home security solutions.
  • Strategic partnerships with companies like LifeLock and Horace Mann expand SimpliSafe's market reach and enhance its product offerings.
  • The appointment of Rebecca Zavin as CTO brings experienced leadership to drive further technological advancements and product innovation.

What critics are saying

  • The home security market is highly competitive, with numerous players offering similar products and services, which could impact SimpliSafe's market share.
  • Reliance on subscription-based revenue means that economic downturns or increased competition could lead to higher customer churn rates.

What makes SimpliSafe unique

  • SimpliSafe's customizable security systems and wireless installation set it apart from traditional, hardwired security solutions.
  • The integration of AI technology for proactive crime prevention, such as the Smart Alarm Indoor Camera, offers a unique value proposition in the home security market.
  • Their dual revenue model of hardware sales and subscription-based monitoring services ensures a steady income stream and customer retention.

Benefits

Health Insurance - A comprehensive plan provides peace of mind for you and your family.

Employee assistance program - Help through the difficult situations that come up at work and at home.

Tuition reimbursement - We want you to keep learning, so we’ll cover part of your tuition.

401(k) - Saving for your future in the present.

Unlimited vacation - Exempt employees take the time when you need it or want it. We mean it.

Life and disability insurance - Coverage for when you need it most.