What are the responsibilities and job description for the Client Support Team Lead - Evening Shift position at Protos Security?
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)
Company Overview
Protos Security, a subsidiary of Security Services Holdings, is the largest technology enabled Security Officer Management company in the U.S. Headquartered in Norwalk, CT, Protos also has offices in New York, Texas, Virginia, Illinois, California, Tennessee, and Georgia, as well as international locations in Canada and the UK.
We are a game changer in the security and software industry, revolutionizing how security is managed and delivered to make the world a safer place.
Position Summary
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.
Essential Duties & Responsibilities
- 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.
Qualifications & Experience
- 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 in logistics, scheduling, dispatch, or a similarly fast-paced operational environment required.
- Assesses risk quickly while balancing policy adherence with situational discretion.
- Maintains clarity, focus, and composure under pressure.
- Demonstrates unwavering honesty and accountability.
- Communicates clearly, confidently, and effectively both Client facing and internally.
- Strong analytical and problem-solving skills.
- Process driven, detailed oriented and highly organized.
- Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and with appropriate urgency.
Why You’ll Love Working With Us
At Protos Security, we are a community of driven professionals working together to make the world safer through technology and service. Here is what you can expect:
- Purpose Driven Work – Every role contributes to building smarter, more secure environments
- Growth Opportunities – Mentorship, cross functional projects, and career development
- Collaborative Culture – Open communication, respect, and team first thinking
- People First Values – Inclusive culture and generous employee support
Benefits Include:
- Competitive compensation
- Health, Vision, Dental, and Life Insurance
- Employee Assistance Program
- FSA / HSA
- 401(k) with employer contribution
- Excellent Paid Time Off (24 days)
- Collaborative work environment (and great coffee!)
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use their hands to handle or operate objects, and communicate effectively (including speaking and hearing).
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status under applicable law.