Citizen Services Lead - Team Performance & Customer Delight

Verra Mobility Corporation; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Verra Mobility Corporation in Phoenix, AZ is seeking a flexible Customer Support Team Lead to guide daily operations and drive service excellence.

You will conduct quality audits, mentor staff, resolve escalated issues, monitor SLAs, and collaborate with cross-functional teams to improve processes and customer satisfaction.

This role requires strong communication, accountability, and a bias for action to advance Verra Mobility's standards.

Responsibilities

• Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals.
• Perform quality audits and generate reports to monitor team performance and identify areas for improvement.
• Develop and deliver training for new hires and provide ongoing training and support for existing team members.
• Handle escalated customer issues and provide solutions to complex problems.
• Monitor metrics and service level agreements (SLAs) to ensure targets are met.
• Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
• Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.
• Ensure alignment with Business Requirements and company standards.
• Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.
• Perform additional duties as assigned.

Job description

Verra Mobility Corporation in Phoenix, AZ is seeking a flexible Customer Support Team Lead to guide daily operations and drive service excellence.

You will conduct quality audits, mentor staff, resolve escalated issues, monitor SLAs, and collaborate with cross-functional teams to improve processes and customer satisfaction.

This role requires strong communication, accountability, and a bias for action to advance Verra Mobility's standards.