Client Support Team Lead

SINGLE SOURCE SECURITY LLC•Roanoke, VA

2d•Onsite

About The Position

Protos is seeking a highly motivated Client Support Team Lead to join our team. Reporting directly to the Client Support Supervisor, this role is responsible for participating in and leading ground tactics of the dispatch floor in a fast-paced, results-driven environment. The Client Support Team Lead actively monitors service queues, incoming requests, escalations, scheduling activity, and daily operational workflows to ensure tasks and client needs are executed accurately and without delay. This role works directly alongside frontline dispatchers and support personnel to manage high-volume activity, troubleshoot operational issues, coordinate resources, and provide real-time support during critical, urgent, or time-sensitive situations.

Requirements

High School Diploma or GED required
Minimum of one (1) year of team leadership experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.
Assesses risk quickly while balancing policy adherence with situational discretion.
Maintains clarity, focus, and composure under pressure.
Demonstrates unwavering honesty and accountability.
Communicates clearly, confidently, and effectively both Client facing and internally.
Strong analytical and problem-solving skills.
Process driven, detailed oriented and highly organized.
Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.

Nice To Haves

associate or bachelor’s degree in business, criminal justice, or related field preferred.

Responsibilities

Lead and support frontline teams effectively through excellence in operational tasks and responsibilities.
Deliver exceptional client support and customer service to internal and external stakeholders by fostering a service-focused culture centered on responsiveness, professionalism, and problem resolution.
Resolve escalated officer, guard, coordinator, client, service partner, and internal inquiries in accordance with established policies, procedures, and service expectations while effectively navigating operational challenges and complex situations.
Communicate clearly and professionally with clients, officers, vendors, providers, guards, and internal departments regarding requests, issue resolution timelines, operational updates, and service outcomes.
Collaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.
Partner with vendors, provider partners, and internal departments to resolve officer and guard-related concerns while maintaining collaborative relationships that support operational success and service continuity.
Utilize multiple software platforms, reporting systems, and online tools to perform analysis, track performance metrics, and complete operational tasks effectively.
Assist leadership with onboarding, training coordination, schedule management, policy reinforcement, and execution of departmental initiatives and operational priorities.
Execute all assigned tasks, responsibilities, and additional duties as directed with integrity and efficiency.