About this role
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. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.
More information is available at www.crisis24.garda.com
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, A GardaWorld Company 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.
Other facts
About Crisis24
Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced global operations centers and our highly skilled team of intelligence analysts, we offer highly specialized services, 24/7 security and consulting, with the technology and AI to power it across the globe.
Crisis24, une compagnie de GardaWorld, offre une expertise mondiale en gestion intégrée des risques de sécurité. Notre service du renseignement et nos solutions d'intervention de crise et de solutions de protection globale permettent aux organisations, aux marques et aux personnes les plus influentes et innovatrices du monde de mener leurs activités en toute confiance. S'appuyant sur nos centres des opérations mondiales, sur le travail constant de notre équipe d'analystes du renseignement et la puissante plateforme de gestion des risques de Crisis24, nous offrons des services de pointe, 24/7, à travers le monde.
What you'll do
- The Customer Intake Specialist is responsible for delivering a smooth onboarding experience for new security engagements by coordinating intake activities and ensuring clear communication across internal teams. This role acts as a primary point of contact for clients, documenting requirements and supporting the transition to service delivery.
Ready to join Crisis24?
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