Senior Customer Support Lead
Core
Lead a 24x7 global customer support team, ensuring SLA adherence, service restoration, and operational excellence for TransUnion's enterprise solutions.
Role type
Senior Customer Support Lead (Team Management)
Builds
Reliable customer support operations and service restoration processes
Domain
IT Service Management / Customer Support
Required skills
Team leadership, SLA/KPI management, ITIL processes, Performance management, Staffing optimization, Incident management, Tool administration (Remedy/Salesforce), Cross-functional collaboration
Preferred skills
Process improvement, Workforce planning, Stakeholder communication, Bridge call coordination, Delivery excellence
Technologies
Remedy, ITSM, Salesforce, Ticket Management, Call Management, Knowledge Article management
Responsibilities
Oversee real-time call management and ensure quality across support interactions; Conduct performance management activities including coaching, evaluations, and PIPs; Monitor staffing levels and shift coverage 24x7x365; Review agent metrics and submit management reports; Participate in on-call rotation and execute outage communications; Drive enhancements to ITSM and Salesforce applications; Ensure cross-team warm handoffs and overflow support.
Seniority
Senior, hands-on IC with management responsibilities