Client Support Lead (Night Shift, Onsite)

Protos Security; Roanoke, Northern (VA, KY); Hybrid; USD 32,000 - 47,000; Full time

Job summary

Protos Security, Roanoke, VA, is hiring a Client Support Supervisor to oversee dispatch floor operations and lead a high-performing Client Support team in a fast-paced environment.

The role reports to the Dispatch Manager and focuses on service quality, performance metrics, and escalation management while maintaining a service-focused culture for clients and internal stakeholders. Weekend availability required.

Qualifications

• High School Diploma or GED required; higher degree preferred.
• At least two years of leadership experience in logistics, scheduling, or dispatch.
• Ability to make sound decisions under pressure with strong analytical skills.

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.

Skills

Leadership

Dispatch

Communication

MS Office

Analytics

Education

High School Diploma or GED

Associate or Bachelor’s degree preferred

Tools

Microsoft Office Suite

Job description

Protos Security, Roanoke, VA, is hiring a Client Support Supervisor to oversee dispatch floor operations and lead a high-performing Client Support team in a fast-paced environment.

The role reports to the Dispatch Manager and focuses on service quality, performance metrics, and escalation management while maintaining a service-focused culture for clients and internal stakeholders. Weekend availability required.