Job Description

About Crisis24
Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.
At Crisis24, we don't just offer jobs – we offer missions. We recruit the very best from the military, intelligence agencies, academia, law enforcement, medicine, or any of our areas of specialty. We protect more than places. We protect people, reputations, and lifestyles, with integrity, discipline, discretion, and purpose. Whether you're stepping into civilian life after service, seeking personal or professional growth, or bringing specialized expertise to a higher calling, we match your ambition with real opportunity. Do the most important work of your career, helping safeguard the world's most important organizations and individuals against risk.
More information is available at https://www.crisis24.com/careers

Who We Are Looking For

The Customer Intake Specialist plays a key role in delivering smooth, professional, and client-centered onboarding experience for new security engagements. This position supports the successful transition from initial service request to service delivery by coordinating intake activities, gathering and documenting client requirements, and ensuring clear communication across internal teams. The Specialist acts as a trusted partner to clients and internal stakeholders, helping set the foundation for long-term client satisfaction and operational success.

What You Will Work On

Client Onboarding & Intake

• Serve as a primary point of contact for clients during the initial service intake and onboarding phase.
• Support and participate in client discovery sessions to gather objectives, risks, and service requirements.
• Execute structured intake workflows to ensure alignment across internal teams, including security operations, intelligence, technology, and account management.
• Accurately document client requirements, expectations, and onboarding details within Salesforce and other client management systems.
• Ensure all required intake documentation is complete, accurate, and submitted in a timely manner.

Client Communication & Support

• Maintain consistent, professional communication with clients throughout the onboarding and service delivery process.
• Provide status updates on onboarding milestones and respond to client questions or requests promptly.
• Coordinate internal follow-ups to ensure client needs are addressed efficiently and effectively.

Operational Coordination

• Collaborate with internal teams such as GSOCs, protective services, intelligence, and IT providers to support the transition from onboarding to active service delivery.
• Track onboarding timelines and escalate potential risks, delays, or gaps to leadership as needed.
• Support compliance with company standards, client-specific protocols, and applicable regulatory requirements during onboarding.

Continuous Improvement

• Assist in gathering client feedback following onboarding to help identify opportunities for improvement.
• Contribute to the refinement of onboarding processes, templates, and tools.
• Develop your personal and team knowledge-base on global security operations to better assist and advise clients and support effective service delivery.
• Support tracking of onboarding metrics such as time-to-launch, client satisfaction, and handoff effectiveness.

What You Will Bring

• 2–4 years of experience in a client-facing role, preferably within customer service, security services, risk management, or a related field
• Strong organizational skills with the ability to manage multiple onboarding activities simultaneously.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Experience using CRM or client management systems (e.g., Salesforce, ticketing platforms).
• Ability to work flexible schedules, including 8–12 hour shifts during days, nights, and weekends.

Desired Qualifications

• Client-focused mindset with a commitment to delivering a positive and consistent experience.
• Detail-oriented and process-driven, with strong follow-through.
• Adaptable and comfortable working in fast-paced, dynamic environments.
• Proactive and solution-oriented, with the ability to identify and communicate potential issues early.

Key Attributes

• Client-focused mindset with a commitment to delivering a positive and consistent experience.
• Detail-oriented and process-driven, with strong follow-through.
• Adaptable and comfortable working in fast-paced, dynamic environments
• Proactive and solution-oriented, with the ability to identify and communicate potential issues early.

Success in This Role

A successful Customer Intake Specialist will:

• Establishes a positive first impression, crucial for client retention.
• Ensure new client engagements are onboarded accurately, efficiently, and on schedule.
• Support a smooth and professional handoff from intake to operations.
• Contribute to strong client relationships by demonstrating reliability, responsiveness, and attention to detail.
• Help improve onboarding efficiency and client satisfaction through consistent execution and continuous feedback.

Information Security
• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.
Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.