Alert Team Lead 1

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM Connect (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security and convenience services to millions of vehicle owners across major automotive brands. Our teams are continuously working to develop leading-edge technology that can not only add convenience to the daily lives of so many drivers across the country but our advancements in safety and security could also help save their lives.

How you’ll make an impact:
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.

What You'll Do:

Operational Support & Escalation Management
• Serve as a second-level support resource for contact center agents, internal departments and external customers.
• Research, troubleshoot, and resolve complex customer concerns involving connected vehicle services, account management, billing, enrollment, and service delivery.
• Handle escalated customer interactions professionally, demonstrating empathy, accountability, and effective de-escalation techniques.
• Provide real-time guidance to frontline agents to support accurate issue resolution and minimize unnecessary escalations.

• Assist with complex service requests, including account adjustments, refund research, subscription issues, and other operational activities.
• Manage multiple priorities while maintaining service quality, accuracy, and responsiveness.

Technical Troubleshooting & Incident Management
• Investigate technical issues involving connected vehicle functionality, remote services, provisioning, enrollment, and system-related errors.
• Research account information, service history, system activity, and technical errors to identify potential causes and appropriate next steps.
• Create, document, monitor, and escalate technical support tickets through established incident management processes.
• Collaborate with internal technical teams to investigate system defects, service interruptions, and recurring technical issues.
• Communicate known system issues, approved workarounds, and troubleshooting procedures to frontline agents and operational teams.
• Follow up on unresolved technical issues and provide timely updates to appropriate stakeholders.

Safety, Security & Stolen Vehicle Support
• Support Stolen Vehicle Location (SVL) requests in accordance with established company procedures and security requirements.
• Coordinate with law enforcement agencies, Public Safety Answering Points (PSAPs), and authorized third parties when handling specialized or time-sensitive requests.
• Assist with exigent requests, missing/endangered person cases, and other safety-related escalations as authorized by company policy.
• Verify required information and documentation while maintaining customer privacy and compliance with established procedures.
• Coordinate with internal departments and external partners to support timely and accurate handling of safety and security requests.
• Maintain accurate case documentation and follow established escalation and
communication protocols.

Agent Support, Quality & Development
• Provide guidance and support to contact center agents regarding complex procedures, troubleshooting, and customer escalations.
• Reinforce established processes, service standards, and customer experience
expectations.
• Identify recurring agent knowledge gaps and communicate coaching or training opportunities to leadership.
• Assist with quality monitoring, interaction reviews, and performance feedback as assigned.
• Support new and existing agents by sharing knowledge, clarifying procedures, and promoting consistent service delivery.

• Contribute to achieving operational performance, service quality, and customer satisfaction objectives.

Cross-Functional Collaboration & Client Support
• Partner with Account Managers and internal business teams to research customer concerns and support client relationships.
• Provide accurate updates regarding escalated issues, service tickets, and operational concerns.
• Collaborate with technical support teams, operations, and other departments to resolve issues affecting customers or service delivery.
• Communicate process changes, system updates, and operational guidance to
appropriate teams.
• Identify opportunities to improve workflows, reduce repeat contacts, and enhance operational efficiency.

Documentation, Reporting & Continuous Improvement
• Maintain accurate and complete documentation of customer interactions, escalations, service tickets, and operational activities.
• Assist with operational reporting, quality reviews, audits, and special projects as assigned.
• Monitor recurring issues and identify trends that may require additional investigation or process improvements.
• Support compliance with established policies, procedures, privacy requirements, and quality standards.
• Perform administrative duties and other responsibilities as assigned by leadership.

What You'll Need:

Required 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.

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

Key Competencies
• Customer Focus & Accountability.
• Technical Troubleshooting & Critical Thinking.
• Communication & De-escalation.
• Operational Excellence & Attention to Detail.
• Leadership & Team Collaboration.
• Adaptability & Continuous Improvement.
• Sound Judgment & Confidentiality.

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.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

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