Customer Support Lead

SteerBridge•Vienna, VA

1d•$80,000 - $95,000•Onsite

About The Position

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.

Requirements

Bachelor's degree or equivalent professional experience.
3–5+ years of customer service experience in banking, financial services, credit card servicing, or a related industry.
1–3+ 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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
Support onboarding of new customer support representatives.
Create training materials and best practices.
Promote continuous learning and professional development across the team.