Defense Digital Customer Engagement Lead

Sabel Systems Technology Solutions Llc; Eglin Air Force Base (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Sabel Systems is seeking a customer support lead to provide rapid, multi-channel access to help resources and resolve end-user issues at first contact. You will train users on standard processes, transcribe requests into tickets, and serve as a bridge to upper management while building strong relationships with leadership.

The role emphasizes security compliance, leadership, and the ability to drive expansion opportunities with a goal of delivering measurable outcomes for DoD programs.

Qualifications

• Excellent interpersonal and communication skills.
• Proficient in customer relationship building and technical support.
• Ability to follow security protocols to protect sensitive data.
• Be a U.S. citizen with the ability to achieve an Interim Secret Clearance prior to hiring.
• Demonstrated ability to lead and inspire a team toward achieving common goals.
• Strong decision-making and problem-solving skills.
• Travel up to 10%.

Responsibilities

• Provide end-users with rapid, multi-channel access to support resources.
• Quickly resolve most reported user deficiencies at time of 'first contact.'
• Conduct periodic user validations in accordance with ISSM guidance.
• Provide users with basic training on standard processes.
• Transcribe incident requests into Helpdesk tickets (password resets, log in issues, environment issues, etc.).
• Answer basic questions on the Spacestation environment (onboarding, what is offered).
• Develop operating procedures for customer engagement and account management activities.
• Act as a bridge between the team and upper management.
• Develop relationships with end users and organizational leadership.
• Identify and document expansion opportunities and use cases to grow the business.
• Generate and present metrics for review and reporting to the Sabel Manager.
• Participate or lead AMAs for user community.

Skills

Interpersonal communication

Customer relationship building

Technical support

Security protocol compliance

Leadership

Decision making

Problem solving

Travel up to 10%

Tools

Jira

Confluence

Job description

Sabel Systems is seeking a customer support lead to provide rapid, multi-channel access to help resources and resolve end-user issues at first contact. You will train users on standard processes, transcribe requests into tickets, and serve as a bridge to upper management while building strong relationships with leadership.

The role emphasizes security compliance, leadership, and the ability to drive expansion opportunities with a goal of delivering measurable outcomes for DoD programs.