Customer Support Specialist Lead

US - VAonsitesenior

Posted today · via Workday

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About this role

Job Family : Operational Effectiveness Consulting Travel Required : Up to 10% Clearance Required : Active Top Secret (TS) What You Will Do : Guidehouse has an exciting opportunity in our Defense and Security Segment to support customer support activities at the Department of War (DoW). The Customer Support Specialist Lead will perform the day-to-day execution of 24/7/365 customer support operations across Tier 1, Tier 2, and Tier 3 services. The individual will oversee SOPs, knowledge base content, and customer journey artifacts, analyze service metrics to drive improvement, manage escalations and SLA compliance, and implement proactive customer advocacy strategies. What You Will Need : An ACTIVE and MAINTAINED "Top Secret" Federal or DoD Clearance.…

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What we'd score you on

reqspace match rubric

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Skills match

For this role: segment, teams, outreach

Level fit

This role is senior-level. We check your trajectory against it.

Domain experience

Your work in the role's domain matters more than your years total. We weight recent and direct experience.

Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

Location fit

This role is based in US - VA. We weight your proximity and willingness to relocate.

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Skills in this role

Pulled from the job description. These are the keywords we'll weight when scoring your fit.

segmentteamsoutreach

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