Customer Support Lead

Role Overview

• 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

• 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

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