Operations Controller
- Toronto, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
ABOUT THE ROLE
Operations Controller, 24/7 Operations Center
We are hiring Operations Controllers for our 24/7 operations center. You help drivers and passengers when their vehicle is stuck or disabled, using live vehicle data, remote diagnostics and remote commands. You speak with occupants in real time during stressful moments, including collisions, and work closely with the emergency response and customer support teams.
WHAT YOU WILL DO
Take escalated breakdown and incident cases and use remote diagnostics to
resolve them
Speak with drivers and passengers live during breakdowns or collisions, giving
clear instructions and reassurance
Triage incidents and vehicle emergencies, assess urgency and log incidents
Escalate collisions and safety events to the emergency response team and
coordinate with customer support
Keep case records accurate and complete for every interaction
WHAT YOU BRING
Technical aptitude, attention to detail and decisiveness when information is
incomplete
Composure during emotionally charged incidents, including collisions
Empathy and de-escalation with panicked or frustrated callers
Rapid interpretation of several information sources and immediate safety
judgment
Clear communication with other operational teams
MINIMUM REQUIREMENTS
1+ year in a live, high-pressure role combining technology and
customer contact
Strong spoken communication and de-escalation skills
Fluent English plus the official language of the country
Comfortable with multi-screen tools and fast decisions on
incomplete information
Able to work rotating 24/7 shifts and pass a background check
We are an Equal Opportunity Employer
More about this job
Responsibilities
Handle escalated breakdowns and incidents using live vehicle data, remote diagnostics, and remote commands, while communicating with drivers and passengers during stressful situations. Triage and document cases, assess safety and urgency, and coordinate collision or safety-event escalations with emergency response and customer support teams.
Requirements
Requires at least one year of experience in a high-pressure role combining technology and customer contact, along with strong spoken communication and de-escalation skills. Candidates must be fluent in English and the country's official language, comfortable making rapid decisions with incomplete information, able to use multi-screen tools, and available for rotating 24/7 shifts; a background check is required.
Skills
- Remote Diagnostics
- Incident Triage
- Emergency Response Coordination
- Customer Communication
- De-escalation
- Crisis Management
- Safety Judgment
- Attention To Detail
- Decision-Making
- Empathy
- Case Documentation
- Multi-Screen Tool Proficiency
- Team Communication
Visa sponsorship
Not detected in the job text
Categories
- Transportation
- Customer Service & Support
- Security & Safety
- Technology
- Logistics
Keywords
- 24/7 Operations Center
- Operations Control
- Live Vehicle Data
- Remote Diagnostics
- Remote Commands
- Vehicle Breakdowns
- Collisions
- Incident Triage
- Emergency Response
- Customer Support
- Safety Events
- Incident Logging
- Case Records
- De-escalation
- High-Pressure Environment
- Multi-Screen Tools
- Rotating Shifts
- Background Check