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

Every day, our dispatch systems connect people in urgent need with medical, security, and roadside assistance, faster, smarter, and with more reliability than ever before. Today, our platform coordinates the largest network of ambulances, security, air evac and roadside responders in East Africa.

As a Dispatch Centre Roadside Agent, you are both the first point of contact and the coordinator of roadside assistance cases. You will handle incoming calls from customers in need and take full ownership of each case from initial intake to resolution by dispatching and coordinating the appropriate roadside service providers. You will help problem solve roadside and vehicle issues from our 24/7 emergency call centre, and collaborate with your medical and response colleagues on resolving emergencies.

You will be calm under pressure, highly organized, and action-oriented, ensuring every customer receives fast, reliable, and professional roadside support.

This role requires strong communication, quick decision-making, and the ability to manage multiple cases simultaneously while maintaining accuracy and empathy.

What you'll do

• Be the first point of contact: receive inbound roadside assistance calls, assess the situation, and capture accurate case details.
• Own the case end-to-end: manage each incident from call intake through dispatch, monitoring, and resolution.
• Assess and prioritize: identify risks, and required service type to ensure appropriate response based on your vehicle/roadside skills and rescue.co protocols.
• Use Rescue's platform that deploys the right roadside provider quickly and efficiently.
• Communicate clearly: provide reassurance, set expectations, and maintain ongoing communication with customers and providers.
• Document accurately: maintain clear and complete case notes in the system.

What we're looking for

Must have

• Ability to remain calm and composed under pressure.
• Loud, articulate, and confident while on the phone.
• Ability to follow protocols, with strong problem-solving and listening skills to know when to adjust or pause protocols given the circumstance.
• Highly empathetic and caring: willing to go above and beyond when life, security and safety are on the line.
• Low ego, willing to raise issues immediately and ask for help.
• A fast and eager learner ready for a challenge.
• Interested and passionate about helping others.
• Strong computer literacy and ability to adapt to new systems quickly.
• Fluent in English and Swahili (written and spoken).
• Able to type at least 40 words per minute accurately.

Nice to have

• Experience in a dispatch, call centre, roadside assistance or customer service environment.

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: receive inbound roadside assistance calls, assess the situation, and capture accurate case details.
• Own the case end-to-end: manage each incident from call intake through dispatch, monitoring, and resolution.
• Assess and prioritize: identify risks, and required service type to ensure appropriate response based on your vehicle/roadside skills and rescue.co protocols.
• Use Rescue's platform that deploys the right roadside provider quickly and efficiently.
• Communicate clearly: provide reassurance, set expectations, and maintain ongoing communication with customers and providers.
• Document accurately: maintain clear and complete case notes in the system.

• Ability to remain calm and composed under pressure.
• Loud, articulate, and confident while on the phone.
• Ability to follow protocols, with strong problem-solving and listening skills to know when to adjust or pause protocols given the circumstance.
• Highly empathetic and caring: willing to go above and beyond when life, security and safety are on the line.
• Low ego, willing to raise issues immediately and ask for help.
• A fast and eager learner ready for a challenge.
• Interested and passionate about helping others.
• Strong computer literacy and ability to adapt to new systems quickly.
• Fluent in English and Swahili (written and spoken).
• Able to type at least 40 words per minute accurately.

• Fluent English and Swahili, written and spoken
• Typing speed of 40+ words per minute with accuracy
• Strong computer literacy and quick to pick up new systems