SimpliSafe offers more ways to keep your home safe. Advanced technology and monitoring agents work together to protect you from break-ins and hazards — even deterring intruders before they get inside.

Workplace Experience Coordinator (Willow Lawn)

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

This role is expected to work fully onsite supporting our office and our agents who use our advanced technology to give exceptional customer service and keep our customers’ homes secure.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What You’ll Do

We are seeking a highly motivated, dynamic, Workplace Experience Coordinator to join our People team in Richmond, Virginia. This person will be responsible for the day to day operation, facilities management and administration for our Richmond Customer Experience Center. This role requires exceptional customer service and extensive communication, project coordination, organizational, and collaborative skills.  This position is expected to be on site full time in our Richmond, Virginia office. You  must successfully clear a background check to meet state licensing requirements.

Primary responsibilities include 

• Maintain a front office presence in order to create a welcoming environment by greeting guests, answering phone calls and directing visitors
• Ensure a well-functioning front desk by iterating on guidelines and systems that allow for greater focus on hospitality and efficiency
• Help us create a great first impression by maintaining the overall office appearance and identify opportunities for improving the workplace experience
• Serve as a point of contact for employees regarding facilities issues and general inquiries
• Coordinate the setup and breakdown of meeting rooms as necessary
• Coordinate weekly catered lunches, including; organizing and communicating menus and schedules, placing and receiving orders, set up and clean up, and quickly addressing any issues as they arise.
• Organize incoming and outgoing mail and package delivery
• Order and maintain an inventory of office supplies and equipment including café supplies and equipment.
• Process invoices for payment
• Collaborate with onsite IT support as necessary for events and day to day operational needs
• Maintain relationships with vendors and building management, including building engineers, cleaning contractors, catering vendors, market vendors etc.
• Monitor WEx ticketing system and answer/ direct inquiries as they arise
• Manage SimpliSafe’s visitor list.
• Collaborate with the Richmond WEx supervisor on the planning and execution of creative location events and special projects with special attention to rotating shifts for customer experience employees
• Provide support for individual CX teams when necessary including department town halls when possible

What You’ll Bring

• Ability to be 100% onsite
• Experience in office administration, facilities coordination or similar preferred
• Excellent communication and interpersonal skills
• Ability to handle confidential information with discretion
• Excellent planning, organizational, and time management skills
• Proficiency with Microsoft Office Suite and Google Workplace
• Professional demeanor and enthusiasm about creating a positive work environment
• Strong problem solving skills
• Ability to thrive in a fast paced environment 
  

What Values You’ll Share

• Customer Obsessed – Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High – Always challenging ourselves and others to raise the bar.
• No Ego – Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team – Taking a highly collaborative approach to achieving success.
• Lift As We Climb – Investing in developing others and helping others around us succeed.
• Lean & Nimble – Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home.
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

iLAB Tech Escalations Supervisor

Job Description

SimpliSafe is seeking Supervisors that are passionate about our people, our product and our customers. You will be responsible for managing a team of Simplisafe employees and their performance, productivity, metrics, and efficiency. This team will assist our customers with those problems that are beyond the capabilities of our front line agents and work closely with the engineering and product departments to identify and ultimately resolve the root causes of these technical problems.  You will also be responsible for working with our Training and Enablement Teams to update resources based on identified gaps in our training or content.  Must be resilient and seek continuous learning!

What You’ll Do

• Lead a team of technical support specialists providing guidance, coaching and support to ensure outstanding performance and achievement of team goals.
• Oversee and coordinate the identification and investigation of technical issues reported by customers to enable efficient and effective resolution.
• Review and provide feedback on content created by the team including agent-facing documentation, self-help resources, and forum posts to ensure accuracy, clarity, and relevance.
• Monitor and analyze customer feedback trends and performance metrics to identify opportunities for process improvements and the development of additional resources.
• Provide assistance to customers experiencing long tail issues acting as a point of escalation and ensuring their concerns are addressed promptly and effectively.
• Set team goals that align with SimpliSafe’s plans and deliver on team metrics.
• Coach and support employees to ensure consistent productivity and development.
• Build strong working relationships through communication with team members as well as other departments
• Track project timelines and Specialist productivity to ensure deadlines are met
• Consolidate and track issues reported by team members to identify scope and impact
• Work closely with our Customer Success Engineering team to drive prioritization of reported problems
• Take escalated calls to ensure customer satisfaction
• Project management and problem solving capabilities experience, owning and driving worldwide initiatives.
• Understand in a detailed way the top technical support issues that require engineering support to solve, advocate for the timely resolution of those issues for customers, and effectively convey known issues to our front line teams

What You’ll Need

• Bachelor’s degree in a relevant technical field or 3 years of equivalent work experience.
• Proven experience in a technical escalations role or similar capacity with a strong understanding of troubleshooting methodologies.
• Demonstrated leadership experience with the ability to effectively manage and motivate a team.
• Excellent written and verbal communication skills with the ability to effectively convey complex technical information to both technical and non-technical audiences.
• Strong problem-solving and analytical skills with a keen attention to detail.
• Ability to thrive in a fast-paced dynamic environment managing multiple priorities and deadlines.
• Customer-focused mindset with a passion for delivering exceptional customer support.
• Outstanding customer facing skills that can help manage customer escalations by communicating to various levels of technical and management stakeholders, both externally and internally.

What Values You’ll Share

• Customer Obsessed – Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High – Always challenging ourselves and others to raise the bar.
• No Ego – Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team – Taking a highly collaborative approach to achieving success.
• Lift As We Climb – Investing in developing others and helping others around us succeed.
• Lean & Nimble – Working with agility and efficiency to experiment in an often ambiguous environment.

Customer Loyalty Agent – $21.50/hr + Incentives, Hybrid

What You’ll Do

We are excited to share that the Customer Loyalty Representative role starts at $21.50 per hour along with the option of a number of exciting benefits!

Are you a self-motivated worker that thrives in a competitive atmosphere where true success is knowing that you’ve raised the bar on performance? Do you enjoy working with a highly skilled team of top performers all working towards not just meeting goals, but pushing past them? If you get personal satisfaction for helping people make smart decisions for their home security, being a Customer Retention Consultant is right for you.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. These requirements may include sharing information in our vaccine record tool, vaccination, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. we will consider accommodation requests.

Primary Responsibilities Include

• Preserve SimpliSafe customers and their safety by developing an understanding of their home security needs and providing them with personalized monitoring solutions via inbound phone calls
• Take and apply feedback from coaches and leaders to continuously improve performance
• Communicate with exemplary interpersonal skills in the workplace
• Comfort with technology and ability to provide technical assistance for basic consumer electronics and software is critical
• Empathize with customers to convey our high level of care
• Ability to work well independently and also in a team environment
• Requires the ability to follow direction and expertly address any customer concerns
• Collaborate with team members to help reach high level team goals

What You’ll Bring

• 2+ years of proven success in a sales or customer retention role
• Proven ability to consistently meet and exceed individual metrics
• Comfortability talking about technical and safety issues
• Great problem solving skills – to help our customers understand why SimpliSafe is right for them, you need to have a great understanding of the product
• Proven record of outstanding attendance and timeliness in a structured environment
• Strong work ethic and the drive to contribute to company goals
• Clear and effective phone communication skills to ensure all customer issues are resolved
• Ability to work independently and in a team setting
• Ability to prioritize in a fast-paced environment and excellent time management skills
• Positive, can-do attitude and eager for continuous improvement
• Strong commitment to customer happiness and satisfaction

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

What Values You’ll Share

• Customer Obsessed – Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High – Always challenging oneself and others to raise the bar.
• No Ego – “no job too small” attitude, and open, inclusive and humble style.
• One Team – highly collaborative approach to achieving success.
• Lift As We Climb – A track record of investing in developing others and helping others succeed.
• Lean & Nimble – working with agility and efficiency to experiment in an often-ambiguous environment.

Product Owner, Agent Tools & Platforms

What You’ll Do

As the Product Owner, Agent Tools & Platforms you will play a critical role in driving the development, improvement, and optimization of internal agent tools. This role will focus on systems that the CX organization utilizes to serve our customers with an exceptional experience. You will collaborate closely with cross-functional teams to ensure product solutions meet business needs while maintaining alignment with company goals and objectives. In this role, you will oversee product development from concept through execution, ensuring successful implementation of large-scale initiatives.

Key Responsibilities:

Product Development & Strategic Alignment

• Manage the product lifecycle for internal agent tools and systems (including but not limited to CRM, and product support tools) ensuring they align with business objectives and strategic initiatives.
• Collaborate with cross-functional teams, including Engineering, Customer Experience, and Sales, to gather requirements, prioritize features, and develop comprehensive product roadmaps.
• Thrive in a dynamic environment by independently managing multiple priorities while collaborating with various levels of leadership to influence and drive product strategy.

Stakeholder Communication & Collaboration

• Develop clear and concise requirements (user stories, use cases, and acceptance criteria) to guide development efforts.
• Facilitate communication between technical teams and business stakeholders, acting as the primary liaison to translate business requirements into actionable product plans.
• Partner with Enablement teams to ensure agents are fully prepared to leverage product functionality, enhancing their readiness and optimizing operational efficiency.

Project Management & Implementation

• Manage the implementation of new internal products and enhancements to existing platforms, using Agile methodologies to ensure on-time delivery.
• Utilize Jira and other project management tools to manage backlogs, prioritize tasks, and track progress, ensuring timely delivery of product releases.

Continuous Improvement & Optimization

• Drive the continuous improvement of internal tools by identifying process gaps and areas for optimization, while championing innovation and new approaches.
• Evaluate product/feature performance and effectiveness by analyzing data, gathering feedback from stakeholders, and making data-driven decisions for future improvements.

What You’ll Bring

• 4-6 years of product management experience preferably in CRM or other SaaS products.
• Bachelor’s degree in Business, Computer Science, or related field.
• Strong project management skills
• Demonstrated success implementing large-scale initiatives from concept through execution, using leading practices and industry standards
• Strong communication skills, training skills, and ability to build working relationships, engaging with multiple levels of leadership to influence and affect change across teams
• Ability to work independently in a fast-paced and high-growth environment and appropriately prioritize multiple responsibilities
• Strong understanding of CRM systems and their applications in business.
• Proficient in Agile methodologies and tools like Jira
• Continuous improvement mindset with a willingness to challenge the status quo, and with an aptitude for identify process and control gaps and championing improvements

What Values You’ll Share

• Customer Obsessed – Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High – Always challenging ourselves and others to raise the bar.
• No Ego – Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team – Taking a highly collaborative approach to achieving success.
• Lift As We Climb – Investing in developing others and helping others around us succeed.
• Lean & Nimble – Working with agility and efficiency to experiment in an often ambiguous environment.