Product Support- Lead

Brinks Texas License #C00550

About Brink's:

Job Description

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored transportation, currency and coin processing, ATM servicing, and value-added services to financial institutions, retailers, and government entities. We have a challenging opportunity for a Product Service Support Lead – 24SEVEN Operations.

Job Summary:

This role is responsible for providing operational leadership, escalation management, and cross-functional coordination to support the 24SEVEN customer experience. The position ensures continuity of service, effective major-incident communication, and strong representation of the 24SEVEN end-user voice across L2 and L3 technical teams. Depending on final role design, this position may manage the L1 team directly or function as a senior individual contributor with technical and program leadership accountability. 

Location: Coppell, TX

Pay:  $80k-$106k

Key Responsibilities:

• Serve as the primary escalation point for complex customer, operational, and service issues impacting 24SEVEN customers. This responsibility includes taking ownership of escalated situations, ensuring that the most critical challenges are addressed efficiently, and maintaining a high level of customer satisfaction throughout the resolution process. 
• Participate in and support the rotating 24SEVEN on-call model. Ensure that communications regarding major incidents and events are accurate, timely, and distributed to all appropriate stakeholders to minimize confusion and maintain transparency during critical situations. 
• Directly engage with L2 and L3 teams to effectively represent the voice of 24SEVEN end users. This includes validating the impact of incidents, driving alignment on resolutions, and ensuring that consistent updates are provided to all involved parties. 
• Maintain strong cross-functional partnerships with Product, IT, Operations, Sales, and Training teams. Collaborate to resolve issues efficiently and identify opportunities to improve overall service delivery for 24SEVEN customers. 
• Identify and drive process improvement opportunities aimed at increasing operational efficiency, reducing the recurrence of issues, and enhancing customer satisfaction. Actively contribute to the continuous improvement culture within the team. 
• Support business continuity events and service-impacting incidents as required. Play an active role in ensuring that critical operations continue smoothly during unplanned disruptions and contribute to recovery efforts as needed. 
• Propose and validate changes with leadership and cross-functional teams. Deliver improvements according to committed timelines, ensuring that all stakeholders are aligned and that initiatives are executed effectively. 
• Monitor projects and regularly report key performance indicators to leadership and stakeholders. Maintain visibility on project status, escalate risks as appropriate, and ensure accountability for outcomes. 
• Utilize internal software, Microsoft Office Suite, and Power BI to track and communicate progress on projects, processes, and tasks. Leverage these tools to ensure accurate data reporting and facilitate informed decision-making across teams. 

Minimum Qualifications:

• Minimum of 5 years’ experience supporting customers, operations, or service organizations in a complex environment 
• Minimum of 2 years’ experience working with enterprise systems and operational tools supporting customer services 
• Minimum of 2 years’ experience collaborating with cross-functional technical or operational teams (L2/L3, IT, Product, or equivalent) 
• Bachelor’s Degree

Pref