Our Journey

Rescue.co is a rapidly growing tech startup revolutionizing emergency response. Our 24/7 Dispatch Center serves millions across East Africa. Our vision is to ensure emergency help is minutes away, anytime, anywhere. In the past five years, we've built a lifesaving platform and the largest ambulance and responder network in East Africa. Our platform has slashed response times by over 80%, saving countless lives.

Now, we're expanding and seeking dedicated team members to steer this next phase of growth. If you're passionate, hardworking, and ready to make a difference, join us! We're a diverse team of over 52 specialists in business, operations, software engineering, and emergency dispatch, based in Nairobi but reaching across Kenya and beyond. 

If you're passionate about making a difference during crises and can stay calm under pressure, we want you. We value teamwork, multitasking, attention to detail, and a love for new technology. Ready to bring your best to work every day, grow your career, and make a real impact? Come join us. Check out our story HERE

Our Values:

• Consistency: We maintain high standards in everything we do.
• Design with EQ: We create with empathy, focusing on human needs.
• Always Questioning: We encourage curiosity and continuous improvement.
• Alignment: We work together towards common goals.

About the role:

The Team Lead is responsible for managing dispatch operations during their assigned shifts, ensuring high performance across key metrics, seamless team coordination, and effective communication with all stakeholders. This role demands a proactive approach to maintaining operational excellence, managing team dynamics, and driving continuous improvement to meet and exceed performance expectations. The first 6 months of this role will focus Quality Assurance (see item 1 below) and will expand to include the other functions thereafter.

This is what you will do: 

Quality Assurance and Performance Monitoring to Maintain a High Dispatch Performance. 

• Listen to and evaluate emergency dispatch calls across all shifts and teams.
• Assess calls using structured quality assurance criteria, ensuring compliance with protocols and a consistently high standard of care.
• Monitor key quality metrics like call clarity, customer satisfaction, and response times.
• Create and deliver clear, compelling weekly and monthly performance reports for dispatchers and leadership.
• Dispatchers’ performance scores should remain at or above:
  • 90% for experienced dispatchers.
  • 85% for New Dispatchers for their first quarter, transitioning to 90% thereafter.
• Conduct real-time performance reviews and provide actionable feedback to maintain and improve scores, creating performance-improvement plans as needed.
• Identify and address performance gaps promptly, offering training or coaching as needed.

Leverage Use of Systems

• Ensure the Shift Handover Document is fully completed via Flare Dispatch (FD) at the end of each shift.
• Communicate all critical escalations to the Director, Product Operations & Strategy in real time and shift challenges within 1 hour of the end of the shift.
• Monitor system usage and ensure all documentation and updates are accurate and timely.

Partner/Client/Team Communication

• Respond to all queries and concerns from phone, WhatsApp, email, and Slack within 15 minutes.
• Maintain professional and clear communication channels with all stakeholders to resolve issues efficiently.
• Escalate unresolved or critical issues promptly to the appropriate manager or department.

Prepare Shift Schedule and Ensure Full Coverage

• Develop and manage shift schedules on Humanity to achieve 100% shift coverage (4 dispatchers per shift).
• Proactively address and resolve staffing gaps within 12 hours.
• Monitor and encourage punctuality among dispatchers, tracking and addressing tardiness as necessary.
• Maintain a dispatcher satisfaction score of 90%+ for shift scheduling.

Performance Metrics (KPIs)

Quality Assurance

• Call Evaluation Coverage: Evaluate 5 calls per dispatcher each week.
• Accuracy of Evaluations: Achieve and maintain a 95% accuracy rate by Month 3 in call evaluations and maintained throughout the year.
• Trend and Pattern Analysis: Identify and report on at least 5 significant trends or patterns in call data per quarter.
• Reporting Consistency: Provide comprehensive reports weekly from Month 2 with actionable insights and recommendations, plus quarterly reports as an overview.

Dispatch Performance

• Below Expectations: < 90% (below 4/5)
• Meets Expectations: 90% - 95% (4 - 4.5/5)
• Exceeds Expectations: > 95% (> 4.5/5)

System and Documentation Compliance

• 100% completion of the shift handover document.
• All critical escalations are communicated promptly, and broader shift challenges are addressed within a 1-hour window.

Communication Responsiveness

• Response time for queries: 15 minutes or less.

Shift Management

• 100% shift coverage with no gaps longer than 24 hours.
• Dispatcher satisfaction score: 90%+ for shift scheduling.

Requirements: 

• Has a medical background (Paramedics, EMTs, Nurses, or Clinical Officers), or experience in emergency medicine, ICU/Critical Care, air evacuations, or crisis response roles.
• Proven experience in dispatch operations, emergency response, or a related field.
• Strong organizational and time-management skills.
• Excellent communication skills, both verbal and written.
• Proficient in using dispatch software, scheduling tools (e.g., Humanity), and communication platforms (WhatsApp, Slack, email).
• Ability to lead and motivate a team in a dynamic, fast-paced environment.
• Detail-oriented with a commitment to operational excellence.
• Is fluent in English and Swahili and can communicate clearly and professionally, both verbally and in writing.

Work Environment

The Team Lead will work in a high-pressure, fast-paced environment that requires swift decision-making and adaptability. They should be prepared to handle emergencies, provide leadership, and ensure smooth operational transitions between shifts.

This role is critical in maintaining Rescue.co’s commitment to delivering exceptional service and operational excellence. The Shift Lead will play a pivotal part in achieving organizational goals while fostering a collaborative and high-performing team culture.

Benefits at Rescue

Here are the benefits we offer: 

• Paid Time Off – Because we trust you to know when you need rest.
• Healthcare – Medical coverage for you and your loved ones.
• Ambulance Cover & Roadside Assistance – Provided by rescue.co, so you're protected when it matters most.
• Life Insurance – Peace of mind for you and your family.

Please note: These benefits apply to full-time employees.

How to Apply

Join us in our mission to serve and uplift our community. Apply now, and let's make a positive impact together! 

Please submit your impressive journey in a one-page PDF CV. This helps us get started more quickly. We will not review CVs longer than one page. Please highlight the most relevant experiences within a single page. 

At Rescue.co, we believe in the power of authenticity. We value you for who you are, regardless of your gender, age, ethnicity, race, sexual orientation, religion, veteran/military status, disability, or any other characteristic protected by local laws and regulations. Bring your authentic self to work!