Customer Support Lead
Job Location:
Job Location:
Vienna, VA - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
2 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
SteerBridge Strategies is a modern technology company delivering innovative missionfocused solutions to the U.S. Government and private sector. Leveraging deep expertise in federal acquisition digital transformation and emerging technologies we deliver agile commercialgrade capabilities that accelerate operational effectiveness and drive measurable mission success.
At the core of SteerBridge is our peopleespecially the veterans whose leadership problemsolving mindset and commitment to excellence elevate every project we support. We dont simply hire exceptional talent; we cultivate it creating meaningful career pathways for veterans military spouses and professionals who share our passion for advancing technology and strengthening the missions we serve.
Position Overview
SteerBridge Strategies is seeking an experienced Customer Support Lead to oversee daily operations within our Credit Card Customer Service team. This individual will lead a team of customer support professionals ensure exceptional customer experiences manage escalated issues and drive operational excellence through process improvements and performance management.
The ideal candidate is a strong people leader with experience supporting credit card products or financial services excellent communication skills and a passion for delivering outstanding customer service in a regulated environment.
Key Responsibilities
Customer Service Leadership
- Lead mentor and develop a team of customer support representatives.
- Foster a customer-first culture focused on service excellence and accountability.
- Conduct coaching sessions performance reviews and ongoing training.
- Assist with workforce planning scheduling and resource allocation.
Customer Support Operations
- Handle complex customer inquiries and escalations involving:
- Credit card accounts
- Billing
- Payment processing
- Disputes
- Chargebacks
- Fraud concerns
- Rewards programs
- Account maintenance
- Ensure timely accurate resolution while maintaining high customer satisfaction.
- Monitor customer interactions to ensure quality standards and compliance.
Process Improvement & Technology
- Design document and optimize customer service processes.
- Evaluate and improve CRM and customer support technologies.
- Develop and optimize IVR call flows and customer self-service experiences.
- Support implementation of new technologies and operational enhancements.
- Conduct User Acceptance Testing (UAT) for new systems and process changes.
- Maintain SOPs process documentation and knowledge base articles.
Performance & Reporting
- Monitor and report on key customer service metrics including:
- Service Levels
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- Quality Scores
- Present performance insights and recommendations to leadership.
- Identify opportunities to improve efficiency and customer experience.
Compliance & Risk
- Ensure customer interactions comply with company policies and applicable regulations.
- Maintain awareness of consumer banking and credit card regulations.
- Identify potential operational fraud or compliance risks and escalate appropriately.
Training & Development
- Support onboarding of new customer support representatives.
- Create training materials and best practices.
- Promote continuous learning and professional development across the team.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life Insurance
- 401(k) Retirement Plan with matching
- Paid Time Off
- Paid Federal Holidays
Required Qualifications
- Bachelors degree or equivalent professional experience.
- 35 years of customer service experience in banking financial services credit card servicing or a related industry.
- 13 years of leadership or supervisory experience.
- Strong understanding of:
- Credit card products
- Billing cycles
- Payment processing
- Disputes and chargebacks
- Fraud prevention
- Experience using CRM or customer service platforms (Salesforce Zendesk Genesys or similar).
- Excellent communication conflict resolution and problem-solving skills.
- Strong organizational and multitasking abilities.
- Proficiency with Microsoft Office applications.
Preferred Qualifications
- Experience working in a regulated financial services environment.
- Knowledge of consumer banking regulations and compliance.
- Experience leading quality assurance or performance improvement initiatives.
- Experience with workforce management and contact center operations.
- Familiarity with IVR design and customer self-service technologies.
$80000 - $95000 a year
Salary is commensurate with experience qualifications and overall fit.
SteerBridge Strategies is proud to be an Equal Opportunity Employer.We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignityregardless of race color gender age religion national origin ancestry disability veteran status genetic information sexual orientation or any other characteristic protected by law.
We also provide reasonable accommodations for individuals with disabilities in accordance with applicable laws. If you require assistance during the application process we encourage you to reach out so we can support your needs.
If you would like information about how your application is processed please contact us.
About Company
SteerBridge Strategies is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignity—regardless of race, color, gender, age, religion, national origin, ance ... View more
