Client Support Supervisor

Company: Protos Security
Job Title: Client Support Supervisor
Reports To: Dispatch Manager
Location: Roanoke, VA - Onsite

Company Overview

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, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.

We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.

Position Summary

Protos is seeking a highly motivated Client Support Supervisor to join our team. Reporting directly to the Dispatch Manager, this role is responsible for overseeing daily dispatch floor operations and leading a high-performing Client Support team in a fast-paced, results-driven environment.

The Client Support Supervisor will drive operational performance by managing team productivity, service quality, and key floor metrics while ensuring exceptional support delivery to both clients and internal stakeholders. This position serves as a primary escalation point for complex client and operational issues, requiring strong leadership, sound judgment, and effective problem-solving skills.

Essential Duties & Responsibilities

• Lead and support dispatch floor employee's 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.

Qualifications & Experience

• High School Diploma or GED required, associate or bachelor's degree in business, criminal justice, or related field preferred.
• Minimum of two (3) years of leadership experience in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.
• Makes sound, timely decisions in high-pressure and ambiguous situations.
• Assesses risk quickly while balancing policy adherence with situational discretion.
• Anticipates downstream impacts and escalates appropriately.
• Maintains clarity, focus, and composure under pressure.
• Demonstrates unwavering honesty and accountability.
• Makes principled decisions aligned with organizational values.
• Builds trust across teams and addresses ethical concerns directly.
• Remains composed during escalations and high-stress situations.
• De-escalates conflict and demonstrates empathy toward team members.
• Recognizes morale challenges early and adapts leadership approach accordingly.
• Communicates clearly, confidently, and effectively across all levels of the organization.
• Provides direct guidance during incidents and delivers feedback constructively.
• Strong analytical and problem-solving skills.
• Process driven, detailed oriented and highly organized.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Teams), including the ability to navigate systems efficiently and learn new proprietary platforms quickly.
• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.

Why You'll Love Working With Us

At Protos Security, we are a community of driven…