Stakeholder Support Services Team Lead

Job Description

Job Description

The Team Lead, Stakeholder Support Services provides frontline people leadership and day-to-day operational oversight for an assigned team of Stakeholder Support Specialists across Levels I, II, and III. This role ensures timely, accurate, and consistent stakeholder support across inbound and outbound calls, email, and current and emerging digital service channels.

Reporting to the Manager, Contact Center, the Team Lead translates departmental strategy, service standards, and performance expectations into daily execution. The role oversees work allocation, staffing coverage, service quality, coaching, onboarding, performance management, knowledge consistency, and escalations. The Team Lead partners closely with the other Team Lead and cross-functional subject matter experts to provide a consistent, high-quality experience throughout the certification journey.

Essential Functions

Team Leadership and Performance Management

• Provide direct supervision, coaching, and day-to-day leadership to an assigned team of Stakeholder Support Specialists across Levels I, II, and III, establishing clear expectations and accountability for individual and team performance.
• Conduct regular one-on-one meetings, monitor performance against established goals and service standards, provide timely feedback, recognize strong performance, and address performance concerns in partnership with the Contact Center Manager and Human Resources, as appropriate.
• Lead onboarding, training, cross-training, and ongoing skill development, assessing employee readiness for expanded responsibilities and progression within the tiered service model.
• Communicate organizational priorities, policy and process updates, service expectations, and operational changes clearly and consistently to the team.
• Build a culture of accountability, collaboration, continuous learning, and exceptional stakeholder service.

Service Delivery and Team Coordination

• Coordinate daily workloads, schedules, queue coverage, email assignments, outbound campaigns, and other service activities to align staffing and capacity with stakeholder demand.
• Ensure stakeholder inquiries are resolved in a timely, accurate, professional, and consistent manner and in accordance with CFP Board policies, procedures, service standards, and documentation requirements.
• Allocate work and escalations in alignment with the tiered service model: Level I Specialists handle foundational and routine contacts; Level II Specialists manage broader inquiries, special initiatives, and most escalations; and Level III Specialists handle the most complex matters, contribute operational insight, and provide designated backup to the other Team Lead.
• Monitor real-time and anticipated service demand, adjusting assignments and coverage to maintain service continuity during peak periods, staffing gaps, and changing organizational priorities.
• Provide direct stakeholder support when needed during peak periods, staffing gaps, or escalated situations.

Quality, Escalations, and Continuous Improvement

• Serve as the first management escalation point for stakeholder matters that cannot be resolved within the specialist tiers; resolve issues within established authority and elevate policy exceptions, high-risk matters, or enterprise-level concerns to the appropriate leader or subject matter expert.
• Review service interactions and quality assurance results, coach to identified opportunities, and partner with the other Team Lead to maintain consistent calibration and application of service standards across the Stakeholder Support Services Team.
• Maintain and reinforce accurate knowledge resources, scripts, job aids, procedures, and escalation guidance so employees have the information needed to provide consistent support.
• Monitor team metrics, contact trends, and stakeholder feedback; provide regular performance updates and identify root causes, emerging issues, and opportunities to improve service delivery.
• Support implementation and adoption of process, technology, automation, and artificial intelligence initiatives led by the Contact Center Manager, reinforcing appropriate controls and gathering employee and stakeholder feedback.
• Administer day-to-day contact center platform workflows, including queues, assignments, and campaigns, and coordinate with internal partners or vendors when technical support or configuration changes are required.
• Participate in cross-functional initiatives and provide operational input to improve policies, processes, systems, communications, and the end-to-end certification experience.
• Attend required training to remain current on CFP Board programs, certification requirements, policies, procedures, and service practices.
• Perform other duties as assigned.

Background/Skills/Abilities Preferred

• 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 escalate 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

About CFP Board

CFP Board is the professional body for personal financial planners in the U.S. CFP Board consists of two affiliated organizations focused on advancing the financial planning profession for the public’s benefit. CFP Board of Standards (501(c)(6)) sets and upholds standards for financial planning and administers the prestigious CERTIFIED FINANCIAL PLANNERTM certification — widely recognized by the public, advisors and firms as the standard for financial planners — so that the public has access to the benefits of competent and ethical financial planning.

CFP® certification is held by more than 107,000 people in the U.S. CFP Board Center for Financial Planning (501(c)(3)) addresses diversity and workforce development challenges and conducts and publishes research that adds to the financial planning profession’s body of knowledge.

This position works on programs which are part of the 501 (c)(6).

This position is based in the Washington D.C. office and works a hybrid schedule which could be changed at any time.

CFP Board believes that diversity of experience and perspective are strengths and seeks to continue to grow a highly committed, skilled, and collaborative staff.

CFP Board is an Equal Opportunity Employer. The applicable starting annual base salary is anticipated to be in the range of $54,000.00 to $63,000.00. In addition to base salary, total compensation includes incentive compensation for which employees are eligible based on completion of individual goals.