GSOC Operator/Supervisor (Day, Swing, Overnight shifts available)

About the role

HiveWatch is a tech-forward, inclusive organization fostering the evolution of the physical security industry. We are a diverse team of forward thinkers who empower each other to find creative and collaborative solutions in an industry ripe for modernization. We are passionate about the problems we’re solving for our customers and equally passionate about the company we’re building.

Responsibilities

• Operators:
• Represent and display the HiveWatch core principles of customer service and professionalism
• Utilize multiple software platforms and technologies to answer routine and emergency calls, monitor access control alerts and video feeds, open source threat intelligence, and information from mass-communication tools. Dispatch/notify security officers, maintenance, and liaise with emergency 911 centers
• Maintain composure during critical incidents, and be prioritize and make decisions under stress
• Maintain various records of communications and events in a concise manner
• Work collaboratively with HiveWatch’s and clients’ leadership teams to prepare for, respond to, and recover from all incidents and crisis events that may impact our customers, including their personnel, property, business operations or brand
• Communicate and disseminate information, using established communication vehicles, to key partners using best practices
• Take an active role in position-related projects and utilize experience and judgment to contribute to the on-going evaluation and improvement of operations and systems
• Comply with all HiveWatch rules and guidelines, to include safety rules and guidelines, and maintain strict confidentiality
• Strong written and verbal communications skills across various platforms (email, slack, phone, etc.)
• Ability to generate concise reports from verbal or written sources
• Supervisors:
• Act as the primary point of escalation for critical incidents, ensuring appropriate response actions are taken and documented accurately
• Conduct regular training, briefings, and performance evaluations for GSOC personnel to enhance operational capabilities and professional development
• Manage and coordinate response efforts during security incidents, emergencies, and crisis situations, providing clear guidance and decision-making support
• Lead by example - display the HiveWatch core principles of customer service and professionalism
• Lead, mentor, and support GSOC Operators in executing their duties, ensuring adherence to best practices and standard operating procedures
• Oversee security monitoring operations, which may include use of video surveillance, access control systems, open-source intelligence gathering, and mass communication tools
• Facilitate effective communication between the GSOC, security teams, law enforcement, emergency responders, and key stakeholders
• Maintain accurate and comprehensive records of incidents, communications, and security events in compliance with company policies and regulatory requirements
• Identify operational gaps and recommend process improvements, leveraging technology and data analytics to enhance GSOC efficiency
• Ensure compliance with HiveWatch policies, including confidentiality and data protection guidelines

Qualifications

• 3+ years experience working with or in a communications or operations center, or other related role
• Must be willing to learn unfamiliar technical systems
• Able to make critical decisions under pressure and manage high-stress situations effectively
• Strong customer service/interpersonal skills, especially during times of crisis
• Must have a reliable means of communication (i.e., email, cell phone)
• Must have a reliable means of transportation (public or private)
• Strong organizational skills, attention to detail, and the ability to multitask in a dynamic environment
• Willing to sign a confidentiality agreement, and maintain confidentiality at all times
• Must be able to pass a background check and drug screen upon the extension of a conditional employment offer

Additional Qualifications for Supervisors

• 2+ years of leadership or supervisory experience
• Excellent communication and interpersonal skills, with the ability to provide clear guidance and direction to a team
• Strong understanding of security technology platforms, including video surveillance, access control, incident management, and communication tools
• Able to handle confidential information with discretion

Preferred Qualifications for Operators and Supervisors

• Experience working with emergency responders, corporate security teams, and crisis management frameworks
• Fluency in a second language (Spanish, Mandarin, Korean, etc.)

Physical and Environmental Conditions

• The position requires sitting or standing in place for extended periods
• No personal belongings including electronics will be allowed to be with the employee while on shift
• Secure storage will be provided onsite
• Significant computer and screen viewing will be required
• Fully on-site 100%

Benefits & Culture

• Comprehensive health coverage: medical, dental, vision, and life insurance
• Cutting-edge work in an emerging field with huge growth potential
• Competitive compensation packages designed to reward top talent
• A modern, newly renovated HQ right on Main Street in El Segundo, CA
• 401(k) with a 4% company match to help you invest in your future
• Accrued paid time off so you can recharge when you need it
• A family-friendly, compassionate culture that values balance and belonging

Equal Opportunity Employer

HiveWatch is an equal opportunity employer and we are committed to cultivating a work environment that supports, inspires, and respects all individuals. We execute our hiring practices so that they are merit-based and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity/expression, marital status, age, disability, medical condition, genetic information, national origin, ancestry, military or veteran status, or other protected characteristic.