Customer Support Lead

SteerBridge

Customer Support Lead managing daily operations of Credit Card Customer Service team. Delivering exceptional service and driving operational excellence through performance management and process improvements.

Posted 7/1/2026full-timeVienna • Virginia • 🇺🇸 United StatesSenior💰 $80,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Life Insurance
401(k) Retirement Plan with matching
Paid Time Off
Paid Federal Holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ServiceBilling ProcessingPayment ProcessingDispute ResolutionChargeback ManagementUser Acceptance Testing (UAT)Process DocumentationIVR Call Flow DevelopmentSOP MaintenanceCustomer Satisfaction Metrics

Soft Skills

Excellent CommunicationConflict ResolutionProblem-SolvingOrganizational AbilitiesMultitasking