Stakeholder Support Team Lead: Elevate Service Delivery

CFP BD OF STANDARD CTR FOR FINANCIAL PLANNING; Washington (District of Columbia); Hybrid; USD 54,000 - 63,000; Full time

Job summary

CFP Board in Washington, DC, is seeking a Stakeholder Support Services Team Lead to supervise a multi-level team delivering frontline stakeholder support across calls, email, and digital channels. This role translates strategy into daily execution, oversees staffing, quality, and escalations, and partners with cross-functional experts to ensure a high-quality certification journey.

The position reports to the Manager, Contact Center, requires a Bachelor’s degree (or equivalent) and at least

Qualifications

• Bachelor’s degree preferred; an equivalent combination of education and relevant experience will be considered.
• A minimum of 3 years’ experience of progressive responsible experience in customer service, stakeholder support, or a contact center environment.
• Demonstrated experience coaching employees, setting expectations, evaluating performance, addressing performance concerns, and supporting employee development.
• Outstanding stakeholder service skills, including active listening, relationship building, sound judgement, accuracy, professionalism and conflict resolution.
• Ability to exercise independent judgment, make timely operational decisions, and appropriately elevate complex, sensitive, or high-risk matters.
• Experience coordinating work within a tiered support model, including assigning work based on complexity, managing escalations, and supporting employee progression across levels.
• Strong analytical skills and the ability to interpret service metrics, identify trends and root causes, and communicate actionable insights to employees and leadership.
• Experience with contact center, customer relationship management, workforce management, quality monitoring, and knowledge management platforms; experience with automation or AI-enabled service tools is preferred.
• High degree of accuracy, professionalism, discretion, and attention to detail.
• Strong written and verbal communication skills, with the ability to communicate complex information clearly and accurately across telephone, email, and digital service channels.
• Ability to manage competing priorities, changing service demands, projects, and deadlines in a high-volume environment.
• Ability to collaborate effectively as a people leader, team member, and cross-functional partner.
• Proficient in Microsoft Office suite; database experience is a plus

Responsibilities

• Lead direct supervision, coaching, and day-to-day leadership to an assigned team of Stakeholder Support Specialists across Levels I, II, and III.
• Monitor performance against goals and service standards; provide feedback and address concerns with HR and manager as appropriate.
• Oversee onboarding, training, cross-training, and ongoing skill development for continued progression.
• Communicate organizational priorities, policy updates, service expectations, and changes to the team.
• Build a culture of accountability, collaboration, continuous learning, and exceptional stakeholder service.
• Coordinate daily workloads, schedules, queue coverage, email assignments, outbound campaigns, and other activities.
• Ensure timely, accurate, professional, and consistent stakeholder support per CFP Board policies and standards.
• Monitor metrics, identify trends, and offer actionable insights to improve service delivery.
• Support implementation of process, technology, automation, and AI initiatives; assist with updates to workflows and configurations.
• Attend required training to stay current with CFP Board programs and policies.

Skills

Team leadership

Coaching

Customer service

Communication

Analytical skills

Problem solving

CRM systems

Microsoft Office

Database knowledge

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Database knowledge

Job description

CFP Board in Washington, DC, is seeking a Stakeholder Support Services Team Lead to supervise a multi-level team delivering frontline stakeholder support across calls, email, and digital channels. This role translates strategy into daily execution, oversees staffing, quality, and escalations, and partners with cross-functional experts to ensure a high-quality certification journey.

The position reports to the Manager, Contact Center, requires a Bachelor’s degree (or equivalent) and at least