Alert Team Lead I

Sirius XM Radio•Arlington, TX

About The Position

The Alert Team Lead I supports the daily operations of the SiriusXM Connect Help Desk and Response Center. The role provides second-level support to contact center agents, internal business partners, and external customers by resolving complex escalations, troubleshooting technical and service-related issues, coordinating with internal teams, and assisting with time-sensitive safety and security requests. The position guides frontline agents, supports operational processes, and helps ensure customer concerns are handled accurately, efficiently, and in accordance with established procedures. It calls for strong problem-solving skills, sound judgment, attention to detail, and the ability to manage competing priorities in a fast-paced environment. The role also supports stolen-vehicle and other authorized safety-related requests, collaborates with law enforcement and other partners when appropriate, and contributes to quality, documentation, reporting, and continuous improvement.

Requirements

High school diploma or equivalent.
At least one year of experience in a fast-paced customer service or contact center environment.
Strong verbal and written communication skills, including the ability to explain complex information clearly and professionally.
Customer service skills including empathy, active listening, conflict resolution, and de-escalation.
Strong analytical, organizational, and problem-solving abilities.
Ability to research complex issues, exercise sound judgment, and determine appropriate resolution or escalation paths.
Ability to multitask and manage competing priorities while maintaining accuracy and attention to detail.
Willingness to learn new technologies, systems, and operational procedures.
Ability to work independently and collaborate effectively with team members and cross-functional partners.
Proficiency with Microsoft Outlook and other standard business applications.
Legal authorization to work in the United States.

Nice To Haves

One to two years of operations, customer service leadership, or contact center support experience.
Experience providing agent guidance, coaching, training, or second-level operational support.
Familiarity with contact center performance metrics, quality standards, and escalation procedures.
Experience with customer relationship management, ticketing, or incident management systems.
Familiarity with Salesforce, ServiceNow, Genesys, or similar applications.
Technical troubleshooting experience involving connected services, mobile applications, account provisioning, or system-related issues.
Knowledge of automotive connected vehicle services, safety and security operations, or telematics.
Experience working with internal technical teams, external business partners, or law enforcement agencies.

Responsibilities

Serve as a second-level support resource for contact center agents, internal departments, and external customers.
Research, troubleshoot, and resolve complex customer concerns involving connected vehicle services, accounts, billing, enrollment, and service delivery.
Handle escalated customer interactions professionally using empathy, accountability, and de-escalation techniques.
Provide real-time guidance to frontline agents and assist with complex service requests, account adjustments, refunds, and subscription issues.
Investigate technical issues involving connected vehicle functionality, remote services, provisioning, enrollment, and system errors.
Research account information, service history, system activity, and technical errors to identify causes and next steps.
Create, document, monitor, and escalate technical support tickets; collaborate with technical teams on defects, service interruptions, and recurring issues.
Communicate known system issues, approved workarounds, and troubleshooting procedures, and follow up on unresolved technical issues with timely stakeholder updates.
Support Stolen Vehicle Location requests and other authorized safety and security escalations in accordance with company procedures and security requirements.
Coordinate with law enforcement agencies, Public Safety Answering Points, authorized third parties, internal departments, and external partners on specialized or time-sensitive requests.
Verify required information and documentation, protect customer privacy, and maintain accurate case records and communications.
Guide contact center agents on complex procedures, troubleshooting, and escalations; reinforce processes, service standards, and customer experience expectations.
Identify agent knowledge gaps and communicate coaching or training opportunities to leadership; assist with quality monitoring, interaction reviews, and feedback as assigned.
Partner with Account Managers and internal business teams to research customer concerns and support client relationships.
Maintain accurate documentation of interactions, escalations, service tickets, and operational activities.
Assist with operational reporting, quality reviews, audits, and special projects; monitor recurring issues and identify trends and process improvements.
Support compliance with policies, procedures, privacy requirements, and quality standards; perform other administrative duties and responsibilities as assigned by leadership.