Senior Customer Support Lead

TransUnion • Chicago, PA

10d • Hybrid

About The Position

As the first point of contact for customer support and service restoration, our team plays a critical role in protecting customer operations and maintaining trust in TransUnion's solutions. Operating in a fast-paced, global environment, we combine strong customer advocacy, operational excellence, and cross-functional collaboration to deliver timely resolutions and continuous service support. This role reports directly to the Senior Manager of the Enterprise Applications and Programming division.

Requirements

• Experience leading and managing teams within a 24x7 Service Desk environment with accountability for Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Knowledge of ITIL-aligned processes including Health Checks, Floor Management, Call Management, Ticket Management, Incident Management, and Customer Outage Communication procedures.
• Experience conducting performance management activities including coaching, evaluations, performance improvement plans, and employee development.
• Experience reviewing operational metrics, managing staffing coverage, driving process improvements, and ensuring service quality standards.
• Knowledge of security, compliance, customer communication, and support operations across global regions including India, UK, Canada, USA, and LATAM.
• Remedy / ITSM.
• Salesforce.
• Ticket Management.
• Call Management.
• Knowledge Article management and compliance.

Nice To Haves

• Process improvement and operational excellence initiatives.
• Workforce planning and staffing management.
• Cross-functional collaboration and stakeholder communication.
• Incident management and bridge call coordination.
• Delivery excellence and customer satisfaction improvement.

Responsibilities

• Ensure all processes are followed in alignment with defined SLAs and KPIs, including adherence to ITIL, Floor Management, Call Management, Ticket Management, and Health Check procedures.
• Oversee real-time call management, ensure consistent quality across all support interactions, and ensure Customer Outage Communications are executed timely and aligned to SLA expectations.
• Conduct full performance management activities for direct reports, including coaching, evaluations, performance improvement plans, bi-weekly 1:1s, performance reviews, compliance training, and required documentation.
• Monitor and maintain appropriate staffing levels and shift coverage 24x7x365, ensuring agents adhere to goals, expectations, KPI targets, and required training completion.
• Review weekly and daily agent metrics, create and submit monthly management metrics by the 3rd business day of each month, and ensure ticket quality, communication standards, and Knowledge Article compliance are consistently met.
• Participate in the monthly on-call rotation, respond to paging alerts, join bridge calls within five minutes, and execute outage communications within defined timelines.
• Drive enhancements to Remedy/ITSM and Salesforce applications while leading or supporting process improvement initiatives that increase efficiency and service quality.
• Ensure accurate cross-team warm handoffs for escalated tickets, provide overflow support for other regions as needed, and respond promptly to leadership requests and organizational escalations.
• Ensure adherence to all defined support, operational, and quality processes per floor-management guidelines while promoting delivery excellence, customer experience, and customer satisfaction.
• Drive continuous performance improvement activities, ensure adherence to all global security and compliance requirements, and ensure productivity targets and engagement expectations are consistently met.

Benefits

• Day-one eligibility for medical, dental, and vision coverage
• Supplemental plan options
• Spousal, domestic partner, and other eligible dependent coverage
• Tax-advantaged HSA and FSA accounts
• Company-paid basic life and AD&D
• Optional voluntary life and AD&D for you and your family
• Short- and long-term disability
• Legal plan
• Pet insurance
• Travel accident coverage
• Adoption assistance
• Fertility planning coverage
• Caregiver support
• Dependent Care FSA for possibility of an employer match
• Complimentary Care@Work membership
• Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return
• 401(k) with employer match
• Employee Stock Purchase Plan (ESPP)
• Financial wellness resources
• Career coaching
• Optional long-term care insurance
• Tuition reimbursement
• Flexible time off for exempt employees or paid time off for nonexempt employees
• Up to 12 paid holidays per year
• Commuter benefits
• Employee discounts
• Charitable gift matching
• Paid volunteer time off
• Corporate volunteer events
• 24/7 support including professional therapy, coaching, and emotional well-being programs
• Guided meditation and resources that support physical, mental, social, and financial wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed