Rescue.co is a fast-growing emergency response tech company. Our 24/7 Dispatch Center serves millions of Kenyans, and our platform powers the largest ambulance and responder network in East Africa  cutting response times by over 80%.

Our values: Consistency, Design with EQ, Always Questioning, and Alignment.

About the role

As an Emergency Dispatch Call Taker, you are the first voice our customers hear in an emergency. You will be calm in difficult situations, the voice of reassurance, and the critical first step in delivering lifesaving assistance.

You will coordinate, communicate, and control the flow of information and action between people in distress, responders, and hospitals, ensuring timely and effective outcomes.

This role requires quick thinking, empathy, and strong communication skills. A medical background is an advantage but not required. What matters most is your ability to handle high-pressure situations, comprehend various types of phone communications and diverse information sets, understand what is known or not known about a situation, and make fast, accurate decisions to help guide callers with professionalism and care.

Experience level: entry level university graduates to 2+ years of customer service or call centre experience.

What you'll do

• Be the first point of contact for emergency callers; assess, prioritize, and act swiftly.
• Listen to caller queries to understand what is being requested and to assess the situation of the case.
• Communicate with clarity, empathy, and confidence during critical moments.
• Use Rescue's technology platform to track cases, optimize response, and document interactions.
• Provide pre-arrival guidance or reassurance to callers while maintaining composure.
• Follow all standard operating procedures, protocols, and quality assurance guidelines.
• Report shift issues, trends, or escalations promptly to the Shift Lead or Dispatch Leadership.
• Learn from performance feedback and data insights to improve effectiveness.
• Uphold Rescue.co's commitment to excellence, empathy, and timely response.

What we're looking for

Must have

• Articulate and confident phone presence.
• Computer and systems literacy with ability to type at least 40 words per minute accurately (blind typing skills are a requirement).
• Ability to follow protocols, with strong problem-solving and listening skills to be able to assess and identify the right protocols.
• Ability to remain calm and composed under pressure.
• Ability to listen and understand complex or unfamiliar pieces of information over the phone.
• Highly empathetic and caring, willing to go above and beyond when life, security, and safety are on the line.
• Willingness to raise issues immediately and ask for help. Ability to take feedback and willingness to learn.
• Fluent in English and Swahili (written and spoken).

Nice to have

• Experience in a dispatch, call centre, or customer service environment.
• Medical background.

Benefits at Rescue

At Rescue, we want you to bring your whole self to work — energized, supported, and empowered. When you join our team, you're not just signing up for meaningful work in a mission-driven organization and a fun, collaborative workspace at our Nairobi office — you're also gaining access to a suite of benefits designed with your well-being in mind:

• Flexible Paid Time Off: Because we trust you to know when you need rest.
• Comprehensive 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.

• Be the first point of contact for emergency callers; assess, prioritize, and act swiftly.
• Listen to caller queries to understand what is being requested and to assess the situation of the case.
• Communicate with clarity, empathy, and confidence during critical moments.
• Use Rescue's technology platform to track cases, optimize response, and document interactions.
• Provide pre-arrival guidance or reassurance to callers while maintaining composure.
• Follow all standard operating procedures, protocols, and quality assurance guidelines.
• Report shift issues, trends, or escalations promptly to the Shift Lead or Dispatch Leadership.
• Learn from performance feedback and data insights to improve effectiveness.
• Uphold Rescue.co's commitment to excellence, empathy, and timely response.

• Articulate and confident phone presence.
• Computer and systems literacy with ability to type at least 40 words per minute accurately (blind typing skills are a requirement).
• Ability to follow protocols, with strong problem-solving and listening skills to be able to assess and identify the right protocols.
• Ability to remain calm and composed under pressure.
• Ability to listen and understand complex or unfamiliar pieces of information over the phone.
• Highly empathetic and caring, willing to go above and beyond when life, security, and safety are on the line.
• Willingness to raise issues immediately and ask for help. Ability to take feedback and willingness to learn.
• Fluent in English and Swahili (written and spoken).

• Entry-level grads to 2+ years in customer service or call centre
• Fluent English and Swahili, written and spoken, with great communication skills
• Tech savvy with accurate blind typing at 40+ WPM
• Experience in a dispatch, call centre, or customer service environment (Nice to have)
• Medical background (Nice to have)