Customer Support Specialist (Overnight)

About RollKall

RollKall was started by a retired police officer with a simple mission: make it easier for public safety professionals such as police officers, firefighters, and EMTs to connect with their communities through off-duty work. These assignments give agencies and organizations access to trusted personnel while helping first responders earn extra income.

The company developed a platform designed to make the process simple, efficient, and reliable for departments, officers, and the organizations that rely on them.

Role Overview

RollKall is hiring an Overnight Customer Support Specialist for its 24/7 support center. This position is the go-to contact during overnight hours when internal coverage is limited. You will provide timely help to agencies, officers, and customers, manage critical support workflows, and troubleshoot platform-related issues. The role calls for strong judgment, independence, accuracy, and a consistently professional approach in a fast-moving call center setting.

What You Will Handle

• Respond to inbound calls and emails during overnight shifts as a key support contact in a round-the-clock service environment.
• Assist with urgent issues such as live job interruptions, scheduling conflicts, operational problems, and payment concerns.
• Support agencies, officers, and customers with platform, account, and workflow questions.
• Create, publish, manage, and troubleshoot off-duty job assignments through managed support processes.
• Resolve real-time issues involving scheduling, billing, payments, authentication, and user access.
• Make quick, informed decisions to identify problems, apply fixes, and keep overnight operations running smoothly.
• Use sound judgment to determine when an issue can be solved independently and when escalation is needed.
• Maintain accurate job postings, assignment rules, and officer schedules to protect operational accuracy.
• Review, validate, and compile invoices, payments, and other operational data that support overnight processes.
• Track user verifications and re-verifications to uphold compliance, security, and platform integrity.
• Record issues, resolutions, and procedures clearly to improve knowledge sharing and continuous improvement.
• Communicate clearly and calmly with customers and internal teams across time zones, especially during high-pressure situations.

Tools and Systems

You should be comfortable working with Salesforce, Zendesk, Slack, Google Workspace, and reporting or financial systems, and able to learn proprietary tools and workflows quickly.

Qualifications

• At least 3 years of customer support experience, ideally in a SaaS, technical, or platform-based environment.
• Experience working overnight, on weekends, or within a 24/7 support operation is required.
• Strong troubleshooting ability, especially for live workflows involving billing, authentication, scheduling, and user access.
• Proven skill in handling urgent, high-impact customer issues with confidence and accuracy.
• Excellent spoken and written communication skills, including comfort with live customer interactions and critical situations.
• Ability to work independently, manage priorities, and make good decisions during overnight hours.
• High attention to detail in busy, fast-paced environments.
• Customer-first mindset with empathy, professionalism, and a practical, solution-oriented style.
• Ability to learn proprietary platforms, internal tools, and operational processes quickly.

Culture

RollKall looks for people who align with its values: One Team, Servant Leadership, Humbition, and Deliver Results. These values emphasize trust, inclusion, doing the right thing, thinking big, empathy for users, bias for action, innovation, and adapting to change.

Compensation, Schedule, and Work Arrangement

The office is described as the center for innovation, collaboration, and idea sharing. Employees are generally expected to work from the office three days per week unless they are officially approved for another arrangement. Overnight shifts may be eligible for remote work depending on the role and business needs.

The position includes a competitive hourly wage and a bonus structure.

Benefits

• Medical, dental, vision, prescription drug coverage, FSA/HSA options, and Teladoc services
• Employee Assistance Program
• Maternity and parental leave
• 401(k) plan for eligible employees
• Sick time, vacation time, and paid holidays

Equal Opportunity

RollKall Technologies is committed to maintaining an inclusive workplace. The company does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected characteristic.