Full-Time
Customer Support Lead
SteerBridge
201-500 employees
SDVOSB delivering federal technology solutions
Compensation Overview
$100k - $115k/yr
Vienna, VA, USA
Hybrid
Hybrid role with some on-site days in Vienna, Virginia.
Bachelor's
 Customer Experience & Support (1) |
|---|
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- 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, and fraud prevention.
- Experience using CRM or customer service platforms such as Salesforce, Zendesk, Genesys, or similar.
- Excellent communication, conflict resolution, and problem-solving skills.
- Strong organizational and multitasking abilities.
- Proficiency with Microsoft Office applications.
- 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.
- Handle complex customer inquiries and escalations involving billing.
- Handle complex customer inquiries and escalations involving payment processing.
- Handle complex customer inquiries and escalations involving disputes.
- Handle complex customer inquiries and escalations involving chargebacks.
- Handle complex customer inquiries and escalations involving fraud concerns.
- Handle complex customer inquiries and escalations involving rewards programs.
- Handle complex customer inquiries and escalations involving 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 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, CSAT, FCR, AHT, and 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.
- 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.
SteerBridge provides technology solutions, professional services, and construction management to U.S. government agencies and the private sector as a prime contractor or subcontractor. Its work includes aviation analytics, veterans services modernization (GI Bill and VA claims), secure payment solutions, and facilities management, all supported by automation and cloud-based workflows. The company differentiates itself through its SDVOSB status, proven federal contracting experience, and a role as an AWS Premier Partner delivering secure, scalable cloud environments. Its goal is to help federal and civilian clients improve efficiency, security, and service delivery with practical, mission-critical technology and program management.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
N/A
Founded
2011
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Simplify's Take
What believers are saying
- March 2026 Marine Corps logistics award adds $96 million ceiling across seven years.
- April 2026 leadership hire targets payments expansion into federal, state, and commercial markets.
- SteerBridge reported 150-plus employees and 21 active contracts entering 2025, signaling scale.
What critics are saying
- Seven-way Marine Corps IDIQ spreads orders thin and crushes margin visibility through 2031.
- SteerBridge still depends on federal procurement timing; one protest or recompete derails growth.
- If Navy and VA task orders stall, its services-heavy model loses utilization fast.
What makes SteerBridge unique
- Veteran-owned Vienna, VA integrator won Navy SeaPort NxG prime status in 2025.
- SteerBridge combines VA claims automation, AI pilots, and construction management across federal missions.
- 2026 Marine Corps logistics IDIQ proves deep incumbent access in defense support markets.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k) Company Match
Paid Time Off
Paid Federal Holidays