Remote Shift Supervisor

Summary

Join Citizen, the No. 1 public safety app in the U.S., as a Shift Supervisor to oversee one of three 24/7 shifts of Mission Control Analysts who process first responder audio to generate Citizen incidents.

Requirements

• Minimum 2 years of experience in a people management role
• Experience working within or managing a fully remote team
• Outstanding organizational and leadership abilities
• Excellent communication and interpersonal skills
• Aptitude in decision-making and problem-solving
• Fluent in English; excellent writer with flawless grammar
• Ability to multitask and effectively balance multiple competing real-time priorities in a fast-paced tech startup environment; individuals with experience in the public safety or journalism industries a plus
• Willingness to engage with traumatic content derived from the 911 system and remain grounded in mission-critical work

Responsibilities

• Directly manage, support and hold your team of 10-12 Analysts accountable for shared and individual performance metric goals
• Monitor and interpret real-time performance metrics (e.g. Hourly Active Users, Incident Volume, Push Notification CTR) and make quick decisions to keep the shift on track toward goals
• Oversee the end-to-end lifecycle of all incidents generated by the Analysts on your shift from creation through distribution, ensuring a high standard of coverage and user experience
• Mentor and offer real-time feedback to Analysts while overseeing coverage of unfolding large-scale or complex incidents
• Assume ultimate responsibility for the growth and performance of your shift, including providing coaching, support, performance management of your direct reports
• Be a cultural leader within your shift and the broader Mission Control team, motivating the team to be all-in on company goals
• Serve as the Mission Control partner and owner for cross-functional initiatives that drive the business forward
• Provide hands-on coverage support to your team by covering radio assignments, reaching out to PIOs, or writing incident summaries

Benefits

• Salary Range: $80,000-$85,000 annually + equity + benefits
• Competitive benefits package including medical, dental, vision, flexible spending accounts, paid time off, company holidays, stock option plan, commuter benefits, and various wellness perks