Client Support Team Lead

Essential Duties & 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.

Qualifications & Experience

• High School Diploma or GED required, associate or bachelor’s degree in business, criminal justice, or related field preferred.
• Minimum of one (1) year of team leadership experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.
• Absorbs 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, detail-oriented, and highly organized.
• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.