Client Support Team Lead - Day/Evening Shift

Protos Security, a subsidiary of Security Services Holdings, is the largest technology-enabled Security Officer Management company in the U.S. We revolutionize how security is managed and delivered to make the world a safer place.

About the role

Protos is seeking a highly motivated Client Support Team Lead to join our team in Roanoke, VA. Reporting directly to the Client Support Supervisor, this role leads 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 alongside frontline dispatchers and support personnel to manage high-volume activity, troubleshoot operational issues, coordinate resources, and provide real-time support during critical, time-sensitive situations.

Responsibilities

• Lead and support frontline teams through 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 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.
• 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.

Requirements

• 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.
• Ability to assess risk quickly while balancing policy adherence with situational discretion.
• Maintain clarity, focus, and composure under pressure.
• Demonstrate unwavering honesty and accountability.
• Communicate 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.

Schedule

• Weekend availability required.
• Day/Evening shift: Friday–Sunday 8am–4pm, Monday–Tuesday 4pm–12am.
• Onsite in Roanoke, VA.

Benefits

• Competitive compensation.
• Health, Vision, Dental, and Life Insurance.
• Employee Assistance Program.
• FSA / HSA.
• 401(k) with employer contribution.
• Excellent Paid Time Off (24 days).
• Collaborative work environment.

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• Regularly required to sit, use hands to handle or operate objects, and communicate effectively (including speaking and hearing).
• 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.