Alert Team Lead

Job Summary

Supporting the daily operations of the SiriusXM Connect Help Desk and Response Center, the full-time Alert Team Lead I will manage complex customer escalations, troubleshoot technical issues, and provide guidance to contact center agents in a remote environment.

Key responsibilities

• Serve as a second-level support resource for contact center agents, internal departments, and external customers, resolving complex customer concerns
• Investigate technical issues and collaborate with internal technical teams to address system defects and service interruptions
• Support safety and security requests, coordinating with law enforcement and maintaining accurate case documentation

Required qualifications

• High school diploma or equivalent
• Minimum of one year of experience in a fast-paced customer service or contact center environment
• Strong analytical, organizational, and problem-solving abilities
• Ability to multitask and manage competing priorities while maintaining accuracy and attention to detail
• Proficiency with Microsoft Outlook and other standard business applications