Office of the CEO Escalation Specialist

Our Office of the CEO, Escalation Specialist is a critical role in the overall effort to increase customer loyalty at SimpliSafe. This role is focused on providing excellent customer service to our most escalated customers, helping to reduce overall attrition and elevating the customer experience. In this role you will be expected to represent all members of our Executive team with the utmost professionalism when interacting with our internal and external customers. Our Escalation Specialists will be true experts in the ‘SimpliSafe experience’ - advising customers on the benefits of keeping a security system through SimpliSafe and helping customers personalize their setup. The ultimate goal is to ensure that at the end of each call, every customer feels confident that SimpliSafe is the best option to protect their homes. If you are passionate about the SimpliSafe mission and committed to delivering exceptional customer service, this could be a perfect fit for you! 

What You’ll Do

  • Provide best in class customer service to customers who have experienced a service breakdown with our Products & Services by thoroughly investigating their complaint in order to provide a final resolution
  • Critical ownership of issues raised by the customer and proper follow-up for desired resolution  
  • Respond to all Agency complaints (BBB, FCC, AG) in a timely manner
  • Respond to Social Media complaints (FB, LinkedIn, Twitter) in a timely manner
  • Professionally manage difficult or emotional customer situations by probing and uncovering their pain points, building rapport, and negotiating to achieve a mutually beneficial one-call resolution
  • Accurately collect data and provide feedback to leadership on the effectiveness of multiple different initiatives
  • Take and apply feedback from leadership to continuously improve performance - both individually and of the overall initiative
  • Volunteer readily; undertake self-development activities; seek increased responsibilities; look for and take advantage of opportunities; ask for and offer help when needed.
  • Contributes to building a positive, high performing atmosphere; self-motivated with a passion for people.
  • Performs additional duties as required by the business to implement new initiatives

What You’ll Need

    • Must be eligible for certification in Alabama, Arkansas, Louisiana, Maryland, Montana, Tennessee, South Carolina, Virginia, which requires training and submission of your fingerprints to the state to conduct a nationwide criminal background check. Please note that most states consider both the nature and recency of any criminal history during the application process. 
    • Excellent verbal and written communication skills - this role requires effective communication both verbally and written form as customer contact will be via telephone and email
    • Exceptional knowledge of the SimpliSafe product suite & monitoring plans along with 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
  • Detailed oriented - you are highly observant and able to pick up on minor changes others may have overlooked
  • Extreme reliability and thoughtfulness in order to provide consistent outstanding assistance to customers that are in need of personalized support

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. 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

Apply Now

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in SimpliSafe’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

View All Jobs