Customer Support Lead
Job description
About the role
Customer Support Lead
SteerBridge delivers advanced technology solutions to government and commercial clients. The organization specializes in federal acquisition, digital transformation, and emerging technologies. These capabilities enable agile, commercial-grade support that accelerates operational effectiveness. SteerBridge achievements are driven by skilled professionals committed to mission success.
The company fosters careers for veterans, military spouses, and technical professionals. Talent development is central to organizational strength. This approach builds leadership, problem-solving, and dedication to excellence.
Position Overview
SteerBridge seeks an experienced Customer Support Lead to manage daily Credit Card Customer Service operations. The role directs a team of support professionals. Key goals include ensuring exceptional customer experiences and resolving escalated matters. The position drives operational excellence through defined processes and performance management.
The ideal candidate leads in a financial services environment. Required capabilities include credit card product knowledge and strong communication. A passion for outstanding service in regulated settings is essential.
Key Responsibilities
The Customer Support Lead directs the customer service team. Responsibilities include mentoring team members and fostering development. The role conducts coaching sessions and performance evaluations. Ongoing training initiatives are managed by this position.
Operational duties involve complex customer inquiries. Topics include credit card accounts, billing, and payment processing. Disputes, chargebacks, and fraud concerns are managed here. Account maintenance and rewards programs are also covered.
Resolution plans must align with policy and client needs. The role ensures timely and accurate case resolution. Customer satisfaction metrics are a primary focus. Interactions are monitored to ensure quality standards. Compliance with financial regulations is strictly maintained.
Process improvement is a core function. The lead designs and documents customer service procedures. CRM and support technologies are evaluated for enhancement. IVR call flows are developed and optimized. Self-service customer experiences are improved continuously.
User Acceptance Testing is conducted for new systems. Standard Operating Procedures are maintained and updated. Knowledge base articles are created and revised. Process documentation ensures team consistency.
Performance monitoring includes key service metrics. Service Levels, CSAT, and FCR are tracked. AHT and Quality Scores are measured and reported. Insights are presented to organizational leadership. Efficiency and customer experience opportunities are identified.
Compliance and risk management are critical duties. The lead ensures adherence to company policies. Consumer banking and credit card regulations are monitored. Potential operational, fraud, or compliance risks are escalated.
Training and development support the team. Onboarding for new representatives is provided. Training materials and best practices are created. Continuous learning is promoted across the organization.
Required Qualifications
A Bachelor's degree or equivalent professional experience is required. Candidates need 3-5+ years in customer service. Backgrounds in banking, financial services, or credit card servicing are preferred. 1-3+ years of leadership experience is necessary.
A strong understanding of credit card products is required. Knowledge of billing cycles and payment processing is essential. Expertise in disputes and chargebacks is mandatory. Familiarity with fraud prevention is required.
Daily use of CRM or customer service platforms is expected. Tools include Salesforce, Zendesk, or Genesys. Excellent communication skills are required. Conflict resolution and problem-solving abilities are vital. Strong organizational skills are necessary for multitasking.
Proficiency with Microsoft Office applications is required. Understanding of consumer finance rules is expected.
Preferred Qualifications
Experience in regulated financial services is valued. Knowledge of consumer banking regulations is an advantage. Background in quality assurance or performance improvement is preferred.
Experience with workforce planning and contact center operations is beneficial. Familiarity with IVR design and self-service technologies is noted.
Skills and Tools
Proficiency is expected with SteerBridge, Salesforce, Zendesk, and Genesys. Microsoft Office suite knowledge is required.
Practical Notes
Details must be confirmed Exact role responsibilities may vary. This position operates in a regulated financial services sector.
What you'll do
- Meet the bar