{"id":301587,"url":"https://alion.io/job/transunion-senior-customer-support-lead","title":"Senior Customer Support Lead","company":{"id":3960,"name":"TransUnion","domain":"transunion.com","url":"https://alion.io/company/transunion","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":36,"ghost_share":0.028,"stale_share":0.556,"repost_share":0.083,"time_to_fill_p50_days":25,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Crum Lynne, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":82700,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Salesforce","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-07-24T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-31T01:12:08Z","board_verified":true,"closed_at":null,"days_open":99,"trust":{"level":"stale","repost_count":1,"flags":["stale"],"days_open":97},"description":"TransUnion's Job Applicant Privacy Notice\nPersonal Information We Collect\nYour Privacy Choices\nTeam Overview\nAs the first point of contact for customer support and service restoration, our team plays a critical role in protecting customer operations and maintaining trust in TransUnion's solutions. Operating in a fast-paced, global environment, we combine strong customer advocacy, operational excellence, and cross-functional collaboration to deliver timely resolutions and continuous service support.This role reports directly to the Senior Manager of the Enterprise Applications and Programming division.\n\nThis is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.\nRole Overview and Core Responsibilities\nEnsure 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.\nOversee real-time call management, ensure consistent quality across all support interactions, and ensure Customer Outage Communications are executed timely and aligned to SLA expectations.\nConduct full performance management activities for direct reports, including coaching, evaluations, performance improvement plans, bi-weekly 1:1s, performance reviews, compliance training, and required documentation.\nMonitor and maintain appropriate staffing levels and shift coverage 24x7x365, ensuring agents adhere to goals, expectations, KPI targets, and required training completion.\nReview 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.\nParticipate in the monthly on-call rotation, respond to paging alerts, join bridge calls within five minutes, and execute outage communications within defined timelines.\nDrive enhancements to Remedy/ITSM and Salesforce applications while leading or supporting process improvement initiatives that increase efficiency and service quality.\nEnsure 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.\nEnsure adherence to all defined support, operational, and quality processes per floor-management guidelines while promoting delivery excellence, customer experience, and customer satisfaction.\nDrive continuous performance improvement activities, ensure adherence to all global security and compliance requirements, and ensure productivity targets and engagement expectations are consistently met.\nRequired Knowledge and Experiences\nExperience leading and managing teams within a 24x7 Service Desk environment with accountability for Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).\nKnowledge of ITIL-aligned processes including Health Checks, Floor Management, Call Management, Ticket Management, Incident Management, and Customer Outage Communication procedures.\nExperience conducting performance management activities including coaching, evaluations, performance improvement plans, and employee development.\nExperience reviewing operational metrics, managing staffing coverage, driving process improvements, and ensuring service quality standards.\nKnowledge of security, compliance, customer communication, and support operations across global regions including India, UK, Canada, USA, and LATAM.\nRequired Technical Skills\nRemedy / ITSM.\nSalesforce.\nTicket Management.\nCall Management.\nKnowledge Article management and compliance.\nWe’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your career development and growth in:\nProcess improvement and operational excellence initiatives.\nWorkforce planning and staffing management.\nCross-functional collaboration and stakeholder communication.\nIncident management and bridge call coordination.\nDelivery excellence and customer satisfaction improvement.\nBenefits that support every part of your life:\nAt TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.\nFor Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.\nFor Your Protection: We’ve got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.\nFor Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.\nFor Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.\nFor You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.\nFor Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.\nWe are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting .\nQualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.\nTransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.\nAdherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.\nPay Scale Information:\nThe U.S. base salary range for this position is $82,700.00 - $120,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.\nTransUnion Overview:\nAt TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.\nBe a part of our Workforce for Good - you’ll work with great people, pioneering products and cutting-edge technology.\nTransUnion's Internal Job Title:\nSr Lead, Customer Support OperationsCompany:\nTransUnion LLC","description_format":"text","description_chars":9563,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible time off","Parental leave","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","Credit Bureaus & Rating Agencies"],"lifecycle":[{"event":"open","at":"2026-09-05T15:09:55Z"},{"event":"close","at":"2026-09-18T16:17:07Z"},{"event":"reopen","at":"2026-10-07T18:49:59Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.312,"p_room":0.28,"age_days":98,"expected_fill_days":25,"reasons":["conf:3","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":false},"html_url":"https://alion.io/job/transunion-senior-customer-support-lead","json_url":"https://alion.io/job/transunion-senior-customer-support-lead.json","meta":{"generated_at":"2026-10-31T02:20:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3274,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3960},"rest":"https://alion.io/mcp/rest/get_company?id=3960"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftransunion-senior-customer-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftransunion-senior-customer-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftransunion-senior-customer-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/transunion-senior-customer-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftransunion-senior-customer-support-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":301587}},{"tool":"search_jobs","arguments":{"company":"transunion.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":301587},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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