Hybrid Stakeholder Support Team Lead

CFP Board; Washington (District of Columbia); Hybrid; USD 54,000 - 63,000; Full time

Job summary

CFP Board seeks a Team Lead, Stakeholder Support Services in Washington, D.C. to supervise a tiered team delivering frontline support across calls, email, and digital channels.

You will translate strategy into daily execution, manage workloads, and ensure timely, accurate stakeholder responses following CFP Board policies. You will lead onboarding and coaching, drive quality improvements, and guide escalation handling while collaborating with cross-functional experts to enhance the certification

Qualifications

• Bachelor’s degree preferred; an equivalent combination of education and experience will be considered.
• Minimum of 3 years’ experience in customer service, stakeholder support, or a contact center environment.
• Demonstrated experience coaching employees, setting expectations, evaluating performance, and supporting development.
• Outstanding stakeholder service skills, including active listening, relationship building, sound judgment, accuracy, professionalism and conflict resolution.
• Ability to exercise independent judgment and make timely operational decisions, elevating complex matters when needed.
• Experience coordinating work within a tiered support model and managing escalations.
• Strong analytical skills and ability to interpret metrics and communicate actionable insights.
• Experience with contact center platforms and knowledge management tools; AI-enabled service tools is preferred.
• High degree of accuracy, discretion, and attention to detail.
• Strong written and verbal communication skills across phone, email, and digital channels.

Responsibilities

• Provide direct supervision and day-to-day leadership to an assigned team across Levels I–III.
• Conduct regular one-on-one meetings and monitor performance against goals and service standards.
• Lead onboarding, training, and ongoing skill development.
• Coordinate daily workloads, schedules, and campaigns to align staffing with demand.
• Ensure inquiries are resolved professionally and per CFP Board policies and standards.
• Escalate issues as needed and provide guidance on policy exceptions and high-risk matters.
• Review quality assurance results and coach to improve service calibration.
• Maintain knowledge resources, scripts, and procedures for consistent support.
• Monitor metrics and stakeholder feedback to identify root causes and improvements.
• Support implementation of process, technology, automation, and AI initiatives.
• Participate in cross-functional projects and training.

Skills

People leadership

Coaching

Performance management

Customer service

Stakeholder support

Operational oversight

Communication

MS Office

Knowledge management platforms

Team leadership

Education

Bachelor’s degree

Tools

CRM systems

Knowledge management platforms

MS Office

Job description

CFP Board seeks a Team Lead, Stakeholder Support Services in Washington, D.C. to supervise a tiered team delivering frontline support across calls, email, and digital channels.

You will translate strategy into daily execution, manage workloads, and ensure timely, accurate stakeholder responses following CFP Board policies. You will lead onboarding and coaching, drive quality improvements, and guide escalation handling while collaborating with cross-functional experts to enhance the certification