Client Support Team Lead - Evening Shift

SINGLE SOURCE SECURITY LLC•Roanoke, VA

4d•$20 - $31•Onsite

About The Position

Protos Security is seeking a highly motivated Client Support Team Lead to participate in and lead dispatch-floor operations in a fast-paced, results-driven environment. Reporting to the Client Support Supervisor, the role monitors service queues, incoming requests, escalations, scheduling activity, and daily workflows to ensure client needs and operational tasks are handled accurately and promptly. The Team Lead works alongside frontline dispatchers and support staff to manage high-volume activity, troubleshoot issues, coordinate resources, and provide real-time assistance during critical, urgent, or time-sensitive situations. The position is onsite in Roanoke, Virginia, on the evening shift from 4:00 p.m. to 12:00 a.m., with weekend availability required. Protos Security provides physical security services, including guarding and off-duty law enforcement solutions, supported by technology and operations across the United States, Canada, and the United Kingdom.

Requirements

High school diploma or GED.
At least one year of team leadership experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment.
Ability to assess risk quickly while balancing policy adherence with situational discretion.
Ability to maintain clarity, focus, and composure under pressure.
Honesty and accountability.
Clear, confident, and effective communication with clients and internal stakeholders.
Strong analytical and problem-solving skills.
Process-driven, detail-oriented, and highly organized.
Strong written and verbal communication skills, including the ability to convey information professionally and with appropriate urgency.

Nice To Haves

Associate or bachelor's degree in business, criminal justice, or a related field.

Responsibilities

Lead and support frontline teams in operational tasks and responsibilities.
Provide exceptional client service to internal and external stakeholders, promoting responsiveness, professionalism, and problem resolution.
Resolve escalated inquiries from officers, guards, coordinators, clients, service partners, and internal teams in accordance with policies, procedures, and service expectations.
Communicate professionally with clients, officers, vendors, providers, guards, and internal departments about requests, resolution timelines, operational updates, and outcomes.
Collaborate with vendors, provider partners, and internal departments to address officer- and guard-related concerns and support service continuity.
Use software platforms, reporting systems, and online tools to analyze information, track performance metrics, and complete operational tasks.
Assist leadership with onboarding, training coordination, schedule management, policy reinforcement, and departmental initiatives and priorities.
Complete assigned tasks and additional duties with integrity and efficiency.