Customer Service Representative

Overwatch Customer Service — Nights and Weekends

Calvis is an AI-native physical security platform. Traditional security never learns — guards miss events, patrol routes stay static, and customers find out whether a shift went right only after it's over. We fix that: we unite many licensed security agencies into one intelligent network, then wrap every shift in an AI Copilot and a 24/7 human Overwatch team. The result is a security operation that gets smarter with every shift — trusted by enterprise customers across warehousing, distribution, manufacturing, and retail.

The Overwatch Customer Service is how we keep service levels high. You are the human guarantee behind every shift — and the first responder the moment one goes sideways.

• THE BOARD — Live coverage status for every active and upcoming shift. You make sure guards show up on time and know exactly what to do.
• CONFIRMATION — Every assigned-but-unconfirmed guard chased to a hard commitment before their shift. You work the call sheet by phone and text until the board is green.
• THE SAVE — No-shows, cancellations, and on-site problems. You source a replacement in minutes, not hours, working agency contacts directly.
• THE LINE — First voice on the Calvis phone and SMS lines for guards and agencies: confirmations, directions, clock-in rescues, and timesheet fixes.

• Run confirmation call-downs on tomorrow's unconfirmed shifts and today's at-risk ones — call the agency, call the guard, get a verbal commitment, and update the board.
• Watch check-ins in real time and verify what's actually happening on-site before it becomes a client problem.
• Fill drops fast: when a guard cancels or no-shows, work the bench of agencies and guards to place a substitute.
• Escalate for backup activation when a confirmed guard goes silent close to start time.
• Be the guard and agency help line — walk people through clock-in app errors, posting instructions, and site-access issues so a software glitch never turns into a missed shift.
• Close the loop internally: log every incident and outcome so Account Managers can speak to clients with facts, and chronic agency failures land on the agency scorecard.
• Hold the fort on weekends and take your turn on the overnight on-call rotation — coverage problems don't keep business hours.

Required

• Highly organized, with an always-learning attitude
• Customer service or dispatch experience
• Strong attention to detail in a fast-paced environment
• Weekend and night availability
• Experience using Claude Code in a startup environment