Position OverviewSteerBridge 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 ResponsibilitiesCustomer 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- 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.
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.
$80,000 - $95,000 a year
Salary is commensurate with experience, qualifications, and overall fit.
