Client Support Supervisor - Overnight

About the role

Protos Security, a subsidiary of Security Services Holdings, is the largest technology‑enabled Security Officer Management company in the U.S., headquartered in Norwalk, CT with offices across multiple states and international locations in Canada and the UK. The Client Support Supervisor reports to the Dispatch Manager and oversees daily dispatch floor operations, leading a high‑performing Client Support team in a fast‑paced, results‑driven environment. The role drives operational performance by managing team productivity, service quality, and key floor metrics while ensuring exceptional support delivery to clients and internal stakeholders, serving as a primary escalation point for complex client and operational issues.

Responsibilities

• Lead and support dispatch floor employee performance management, aligning team assignments with company direction, employee strengths, skill sets, and operational priorities.
• Coach, mentor, and develop team members through ongoing feedback, performance management, training, and professional development opportunities to promote employee engagement and operational excellence.
• 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.
• Manage with clarity all clients, officers, vendors, providers, guards and internal departments requests, issuing resolution timelines, and operational outcomes.
• Execute operational requests accurately and efficiently by utilizing multiple systems, databases, reporting tools, and established process requirements.
• Serve as a subject matter expert and operational resource for Client Support Representatives, Schedulers, and Performance Monitoring agents by providing guidance, support, and best‑practice recommendations.
• Identify opportunities for continuous improvement and provide actionable feedback and recommendations to leadership to enhance service delivery, operational efficiency, and employee performance.
• Collaborate with vendors, provider partners, and internal departments to resolve officer and guard related concerns and maintain positive working relationships that support operational success.
• Utilize multiple software platforms, reporting systems, and online tools to perform analysis, track performance metrics, and complete operational tasks effectively.
• Promote accountability, teamwork, adaptability, and a high‑performance culture that supports both employee success and client satisfaction.

Requirements

High School Diploma or GED required; associate or bachelor’s degree in business, criminal justice, or related field preferred. Minimum of two (2) years of leadership experience in logistics, scheduling, dispatch, or a similarly fast‑paced operational environment required.

Physical demands: while performing the duties of this job, the employee is regularly required to sit, use hands to handle or operate objects, and communicate effectively (including speaking and hearing); must occasionally lift and/or move up to 10 pounds; specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Skills

• Sound, timely decision‑making in high‑pressure and ambiguous situations; risk assessment while balancing policy adherence with situational discretion.
• Ability to anticipate downstream impacts and escalate appropriately.
• Maintain clarity, focus, and composure under pressure; demonstrate honesty, accountability, and principled decision‑making aligned with organizational values.
• Build trust across teams, address ethical concerns directly, remain composed during escalations, de‑escalate conflict, and demonstrate empathy toward