Customer Success Associate


New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/03/2021
  • Website:
  • Company Address: 3 Park Avenue, Floor 22, New York, NY, 10016

About RapidSOS

U.S. public emergency response system moves to the cloud and leverages mobile / digital health data to optimize first responder efficiency in medical and safety emergencies

Job Description

RapidSOS is hiring! Join an advanced emergency technology start-up in transforming emergency response for hundreds of millions of people globally.

In partnership with public safety, RapidSOS has created the world’s first emergency response data platform that securely links life-saving data from 350M+ connected devices directly to 911 and first responders in an emergency. Through the platform, we’re providing intelligent data that supports over 4,800 Emergency Communications Centers, protecting 90%+ of people in the US, across 150 million emergencies annually.

Partnering with innovative companies recognized as RapidSOS Ready, we’re striving to reach everyone. Together, we’re empowering a faster and smarter response by sending first responders critical data like your exact location, real-time health information, and crash data. We’re united in our commitment to a safer, stronger future where technology and people work seamlessly together to save lives.

RapidSOS is backed by top venture capital firms and the former C-suite of Apple, AT&T, Verizon, Vodafone, Virgin Group, Lucent, Raytheon, the FCC, Harvard Data Initiative, and MIT.

Video: RapidSOS 3-Min Summary Video

RapidSOS in last 20 months:

    Launch in multiple countries internationally

    Doubled team size

    Grew revenue 10x+

    Raised $100M+

    Managed 200M+ emergencies (on average 400K/day)

    Helped save thousands of lives  


What This Role is About:

The Customer Success Associate is the liaison for the customer to our tech support, customer success manager, or sales team. This role receives inbound requests from customers for questions, requesting demos or meetings with public safety team members, and more. The associate will be responsible for communicating with customers on tickets that are service-related and may escalate to tech support as needed.


What You'll Do:

    Collect shapefiles and coordinate on overlaps, verifications, etc.

    Schedule meetings

    Manage regional public safety events (submitting calls for papers, paying for booths, etc.)

    Contact public safety prospects regarding no-cost RapidSOS solutions to enhance emergency call handling and response.

    Responding to support tickets

    Receive incoming requests via RapidSOS landing pages to meet with team members and assign appropriately

    Receive requests for information, contacts, or help to troubleshoot an issue with a customer solution, escalating to tech support as required

    Assist in troubleshooting with the customer, being an advocate for our Customers regarding and issues they are having

    Assisting the Customer Success Team in managing customer data in the CRM system

    Facilitating communication between the customer and the RapidSOS resource needed

What We'd Like to See in Our Ideal Candidate:

    Highly self-motivated, strong work ethic, and ability to multitask in a fast-paced environment

    High attention to detail with polished visual, written, and oral communication skills - fluency in Excel and PowerPoint

    Energetic, organized, service-oriented

    Ability to work within multiple databases with high proficiency

    PSAP experience or previous work with a public safety technology company, with the ability to assist with technical issues at an intermediate level

    Strong problem-solving skills and a can-do attitude


    Understanding of different PSAP technologies and workflows, ability to instruct a customer over the phone, and in writing with exceptional customer service.

What we offer:

    The chance to work with a passionate team on solving one of the largest challenges globally

    Competitive salary and benefits and equity participation

    A dynamic, flexible and fun start-up work environment with a highly talented team

If you're curious to learn more about RapidSOS, you can check out our full press list!

This job cannot be performed in Colorado at this time.


If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.