Customer Support & Operations Lead (Hybrid)

LexisNexis Risk Solutions; Alpharetta (GA); Hybrid; USD 59,000 - 99,000; Full time

Benefits offered by this job

Country-specific benefits

Accommodation support

Job summary

LexisNexis Risk Solutions is seeking a Supervisor I, Customer Support/Operations in Alpharetta, GA. The role oversees daily operations, ensures policy compliance, and leads a team to meet performance goals while balancing hands-on oversight.

This hybrid position requires regular in-office attendance to support operations and customer outcomes. The candidate will supervise, coach, and develop staff; monitor workflows; publish metrics; handle escalations; and drive continuous improvement in

Qualifications

• Proven ability to supervise and coach teams to meet performance goals.
• Experience conducting feedback sessions and evaluating performance.
• Capability to foster a collaborative work environment.
• Ability to identify training needs and coordinate development programs.
• Strong focus on quality control and compliance.

Responsibilities

• Oversee daily workflows and ensure timely task completion.
• Review and publish production metrics and reports.
• Resolve escalated issues and maintain SLAs.
• Manage resource allocation and scheduling for productivity.
• Ensure adherence to policies and procedures.
• Implement and maintain quality control processes.
• Ensure compliance with regulatory requirements and internal policies.
• Drive continuous improvement via audits and process changes.
• Support succession planning and cross-functional projects.
• Address customer concerns and maintain satisfaction.
• Track KPIs and present updates to leadership.

Skills

Team leadership

Performance management

Coaching

Operations management

Quality assurance

Process improvement

Stakeholder communication

Job description

LexisNexis Risk Solutions is seeking a Supervisor I, Customer Support/Operations in Alpharetta, GA. The role oversees daily operations, ensures policy compliance, and leads a team to meet performance goals while balancing hands-on oversight.

This hybrid position requires regular in-office attendance to support operations and customer outcomes. The candidate will supervise, coach, and develop staff; monitor workflows; publish metrics; handle escalations; and drive continuous improvement in