Alert Team Lead

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