[Hiring] Alert Team Lead I @Sirius XM

Role Description

As an Alert Team Lead I, you will play a critical role in supporting the daily operations of the SiriusXM Connect Help Desk and Response Center. This position serves as a second-level support resource for contact center agents, internal business partners, and external customers. The Alert Team Lead I is responsible for resolving complex customer escalations, troubleshooting technical and service-related issues, coordinating with internal support teams, and assisting with time-sensitive safety and security requests.

You will also provide guidance to frontline agents, support operational processes, and help ensure customer concerns are handled accurately, efficiently, and in accordance with established procedures. Success in this role requires strong problem-solving skills, sound judgment, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Minimum of one year of experience in a fast-paced customer service or contact center environment.
• Strong verbal and written communication skills, including the ability to communicate complex information clearly and professionally.
• Demonstrated customer service skills, including empathy, active listening, conflict resolution, and de-escalation.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to research complex issues, exercise sound judgment, and determine appropriate resolution or escalation paths.
• Ability to multitask and manage competing priorities while maintaining accuracy and attention to detail.
• Willingness to learn new technologies, systems, and operational procedures.
• Ability to work independently while collaborating effectively with team members and cross-functional partners.
• Proficiency with Microsoft Outlook and other standard business applications.
• Must have legal authorization to work in the United States.

Requirements

• One to two years of operations, customer service leadership, or contact center support experience (preferred).
• Experience providing agent guidance, coaching, training, or second-level operational support (preferred).
• Familiarity with contact center performance metrics, quality standards, and escalation procedures (preferred).
• Experience with customer relationship management (CRM), ticketing, or incident management systems (preferred).
• Familiarity with Salesforce, ServiceNow, Genesys, or similar applications (preferred).
• Technical troubleshooting experience involving connected services, mobile applications, account provisioning, or system-related issues (preferred).
• Knowledge of automotive connected vehicle services, safety and security operations, or telematics (preferred).
• Experience working with internal technical teams, external business partners, or law enforcement agencies (preferred).

Benefits

• Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism, and cooperation.
• SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.