Digital Support Team Lead: Elevate Customer Experience

United Community Banks Inc.; Laurens (SC); On-site; USD 38,769 - 57,876; Full time

Job summary

United Community Banks Inc. in Laurens, SC seeks a Digital Support Team Lead to direct the Digital Support Specialist team and partner with the Digital Branch Manager to drive legendary customer experiences across digital channels.

You will train, coach, and evaluate staff, manage performance scorecards, and ensure timely escalation and resolution of issues while maintaining strong risk controls. Evening/weekend flexibility may be required.

Qualifications

• Bachelor's degree in a relevant field preferred.
• Proven experience supervising a call center, digital branch, or operations team.
• Strong customer service and communication skills.

Responsibilities

• Supervise Digital Support Specialist team and meet performance goals.
• Handle escalations via calls, chats, and emails.
• Support monthly performance dashboards and risk management.
• Coach team through regular meetings and training modules.
• Collaborate with Digital Branch Manager to drive service and sales performance.
• Participate in interview and hiring processes.

Skills

Team leadership

Coaching and development

Customer service

Performance monitoring

Multi-tasking

Education

Bachelor's degree in related field

High school diploma or equivalent

Job description

United Community Banks Inc. in Laurens, SC seeks a Digital Support Team Lead to direct the Digital Support Specialist team and partner with the Digital Branch Manager to drive legendary customer experiences across digital channels.

You will train, coach, and evaluate staff, manage performance scorecards, and ensure timely escalation and resolution of issues while maintaining strong risk controls. Evening/weekend flexibility may be required.