Team Lead, Customer Service​/HelpDesk

SiriusXM and its brands (Pandora, SiriusXM Media, Ads Wizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands.

Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

As an Alert Team Lead I, you will play a critical role in supporting the daily operations of the SiriusXM Connect Help Desk and Response Center. This position serves as a second-level support resource for contact center agents, internal business partners, and external customers. The Alert Team Lead I is responsible for resolving complex customer escalations, troubleshooting technical and service-related issues, coordinating with internal support teams, and assisting with time-sensitive safety and security requests.

You will also provide guidance to frontline agents, support operational processes, and help ensure customer concerns are handled accurately, efficiently, and in accordance with established procedures. Success in this role requires strong problem-solving skills, sound judgment, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

• Serve as a second-level support resource for contact center agents, internal departments and external customers.
• Research, troubleshoot, and resolve complex customer concerns involving connected vehicle services, account management, billing, enrollment, and service delivery.
• Handle escalated customer interactions professionally, demonstrating empathy, accountability, and effective de-escalation techniques.
• Provide real-time guidance to frontline agents to support accurate issue resolution and minimize unnecessary escalations.
• Assist with complex service requests, including account adjustments, refund research, subscription issues, and other operational activities.
• Manage multiple priorities while maintaining service quality, accuracy, and responsiveness.

• Investigate technical issues involving connected vehicle functionality, remote services, provisioning, enrollment, and system-related errors.
• Research account information, service history, system activity, and technical errors to identify potential causes and appropriate next steps.
• Create, document, monitor, and escape technical…