Hiring: Senior Customer Support Lead Company: TransUnion Location: Crum Lynne, PA Job Posted Time: 2026-09-10 12:07:41 Employment Type: Hybrid Target Skills & Keywords : Salesforce About the job Required Skills: •Ensure all processes are followed in alignment with defined SLAs and KPIs, including adherence to ITIL, Floor Management, Call Management, Ticket Management, and Health Check procedures. •Oversee real-time call management, ensure consistent quality across all support interactions, and ensure Customer Outage Communications are executed timely and aligned to SLA expectations. •Conduct full performance management activities for direct reports, including coaching, evaluations, performance improvement plans, bi-weekly 1:1s, performance reviews, compliance training, and required documentation. •Monitor and maintain appropriate staffing levels and shift coverage 24x7x365, ensuring agents adhere to goals, expectations, KPI targets, and required training completion. •Review weekly and daily agent metrics, create and submit monthly management metrics by the 3rd business day of each month, and ensure ticket quality, communication standards, and Knowledge Article compliance are consistently met. •Participate in the monthly on-call rotation, respond to paging alerts, join bridge calls within five minutes, and execute outage communications within defined timelines. •Drive enhancements to Remedy/ITSM and Salesforce applications while leading or supporting process improvement initiatives that increase efficiency and service quality. •Ensure accurate cross-team warm handoffs for escalated tickets, provide overflow support for other regions as needed, and respond promptly to leadership requests and organizational escalations. Compensation: •: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!