Night Dispatcher
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Overnight Dispatcher — US Night Shift
Employment Type:Full-time, Independent Contractor
Work Model:Remote(Exclusively sourcing from South Africa or Latin America)
Work Hours:US Eastern Standard Time (EST) alignment(Shift runs 7:00 PM to 7:00 AM US Pacific Time / 10:00 PM to 10:00 AM US Eastern Time, 4 nights on / 3 nights off on a 365-day rotation)
Role Overview
When a commercial walk-in freezer fails at 2:00 AM in a pharmacy in Arizona, one person picks up the phone. Overnight, that person is you.
We are seeking a high-agency, autonomousOvernight Dispatcherto single-handedly manage our high-stakes after-hours operations desk. Serving national retail, grocery, and pharmacy accounts across the United States, our business handles critical emergency and preventative facility maintenance where store openings depend on rapid response times.
You will act as the entire operational engine between 7:00 PM and 7:00 AM Pacific Time. Operating without direct supervision, you will take incoming calls, triage emergencies against SLA tiers, dispatch technicians, secure authorizations, keep client portals updated in real time, and deliver a seamless written handoff to the US day team. This position relies heavily on AI tools (Claude and ChatGPT) to accelerate ticket reviews, synthesize long service histories, check technician notes, and draft client communications at high velocity.
Key Responsibilities
1. Emergency Intake, Triage & Dispatch
* Inbound Triage:Receive and evaluate emergency calls from store managers, facility teams, and national portals—categorizing issues by severity (P1 Emergency, P2 Urgent, P3 Next Business Day) against specific client SLA tiers.
Inbound Triage:Receive and evaluate emergency calls from store managers, facility teams, and national portals—categorizing issues by severity (P1 Emergency, P2 Urgent, P3 Next Business Day) against specific client SLA tiers.
* Technician Allocation:Dispatch technicians from the on-call roster based on trade expertise, availability, and drive-time logic.
Technician Allocation:Dispatch technicians from the on-call roster based on trade expertise, availability, and drive-time logic.
* Escalation Management:When no technician accepts a P1 emergency within 20 minutes, systematically execute protocol escalations to the on-call Operations Manager.
Escalation Management:When no technician accepts a P1 emergency within 20 minutes, systematically execute protocol escalations to the on-call Operations Manager.
2. Portal Administration & Authorization Governance
* Not-To-Exceed (NTE) Authorizations:Secure required client authorizations and NTE dollar approvals prior to dispatching billable after-hours trade work.
Not-To-Exceed (NTE) Authorizations:Secure required client authorizations and NTE dollar approvals prior to dispatching billable after-hours trade work.
* Real-Time Systems Logging:Maintain real-time data entry across internal CMMS platforms (BuildOps, Econz) and external national client portals (ServiceChannel, Corrigo, FM Pilot, or equivalent). If it isn't in the system, it didn't happen and cannot be billed.
Real-Time Systems Logging:Maintain real-time data entry across internal CMMS platforms (BuildOps, Econz) and external national client portals (ServiceChannel, Corrigo, FM Pilot, or equivalent). If it isn't in the system, it didn't happen and cannot be billed.
3. Morning Schedule Release & Team Handoffs
* Operational Handoff:Deliver a clear, comprehensive written operational summary covering all open tickets, active technician statuses, and pending items by 7:15 AM Pacific Time.
Operational Handoff:Deliver a clear, comprehensive written operational summary covering all open tickets, active technician statuses, and pending items by 7:15 AM Pacific Time.
* Schedule Release:Prepare and release the next-morning schedule so the incoming US day shift opens dispatched rather than triaging open queues.
Schedule Release:Prepare and release the next-morning schedule so the incoming US day shift opens dispatched rather than triaging open queues.
Required Skills & Qualifications
* Dispatch Experience:3+ years of dispatch, emergency, or operations-desk experience, including at least 1 year on an after-hours or 24/7 emergency desk. Experience supporting US-based clients, geography, and time zones is mandatory.
Dispatch Experience:3+ years of dispatch, emergency, or operations-desk experience, including at least 1 year on an after-hours or 24/7 emergency desk. Experience supporting US-based clients, geography, and time zones is mandatory.
* Daily Working AI Fluency:Demonstrated daily mastery of Claude, ChatGPT, or equivalent AI assistants to draft communications, pull service histories, write handoffs, and audit ticket notes.(Note: AI prompting speed, context accuracy, and data security compliance will be tested live during the interview process).
Daily Working AI Fluency:Demonstrated daily mastery of Claude, ChatGPT, or equivalent AI assistants to draft communi
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
Even without a listed salary, international remote roles typically pay 2-3x more than equivalent local positions in South Africa due to the exchange rate advantage.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 828 open positions on Hirezar. View all Somewhere jobs →