Digital Banking Customer Care Lead

SSB002 SOUTHSTATE BANK, NATIONAL ASSOCIATION; United States; Hybrid; USD 68,000 - 109,000; Full time

Job summary

SouthState Bank, National Association is seeking a Customer Care Manager to lead a team of supervisors and frontline staff supporting digital banking products and services. You will set performance expectations, coach staff, and drive a customer-focused, high-performance culture.

In this role you will oversee call center operations across online banking, mobile, Zelle, MFA, and digital enrollment, ensuring timely resolution, data-driven improvements, and compliance with regulations.

Qualifications

• 5+ years of contact center leadership experience.
• 3+ years managing supervisors or team leaders.
• Experience supporting digital banking, online banking, mobile banking, or financial services operations.
• Experience working in a high-volume customer service environment.
• Proven success managing performance through KPIs and service level metrics.

Responsibilities

• Lead, coach, and develop supervisors and frontline team members supporting digital banking customers.
• Establish performance expectations and accountability measures aligned with organizational goals.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Foster a customer-focused, high-performance culture that promotes engagement and continuous improvement.
• Support workforce planning, staffing models, scheduling, and resource allocation.
• Manage daily call center operations to achieve service levels and productivity goals.
• Oversee workflow across phone, chat, email, and secure messaging channels.
• Promote first-contact resolution and exceptional service delivery.

Skills

Digital banking knowledge

Leadership

Customer service excellence

KPI analysis

Education

Bachelor's degree in Business Administration

High School Diploma or equivalent

Tools

CRM systems

Genesys Cloud

Quality monitoring platforms

Job description

SouthState Bank, National Association is seeking a Customer Care Manager to lead a team of supervisors and frontline staff supporting digital banking products and services. You will set performance expectations, coach staff, and drive a customer-focused, high-performance culture.

In this role you will oversee call center operations across online banking, mobile, Zelle, MFA, and digital enrollment, ensuring timely resolution, data-driven improvements, and compliance with regulations.