Client Support Team Lead - Evening Shift

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Full Time Support - Lead Roanoke, VA, US

2 days ago Requisition

Salary Range: $20.46 To $30.69 Hourly

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

Shift: Weekend Availability Required. Evening Shift (4:00pm-12:00am)

Protos Security, a subsidiary of Security Services Holdings, is one of the nation’s leading providers of physical security services. Headquartered in Norwalk, Connecticut, Protos delivers security guarding and off-duty law enforcement solutions across the United States, supported by offices throughout the U.S. and international locations in Canada and the United Kingdom.

By combining experienced security professionals, responsive service and purpose-built technology, we provide clients with greater visibility, accountability and control over their security programs. We are raising the standard for how physical security is managed and delivered, helping protect people, property and communities.

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

• 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.

• 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…