Lead Support Specialist, Digital Banking

Job Summary:

The Lead Support Specialist serves as the senior technical resource within the Digital Banking Support team. This role provides advanced troubleshooting expertise across online banking, mobile banking, and their integrations with the core system, oversees complex escalations, supports the Support Manager in ensuring consistent service delivery and operational effectiveness, and acts as the trusted technical bridge between clients, Engineering, Product, and Network Operations. The Lead is responsible for resolving high-impact technical issues, mentoring Tier 1 and Tier 2 team members, and promoting best practices across the support function. The Lead supervises the Digital Banking Support team and directs its daily work, while strategic direction for the overall support function remains with the Support Manager.

Supervisory Responsibilities:

• Supervise and provide technical leadership and day-to-day guidance to Tier 1 and Tier 2 Support Specialists.

• Serve as an escalation point for complex technical and system-related issues.

• Assist the Support Manager with training and onboarding of new support team members.

• Provide input regarding team performance, skill development, and training needs.

• Make recommendations on hiring, termination, promotion, and other changes in employee status, which are given particular weight by the Support Manager.

• Support quality assurance initiatives within the support function.

Duties/ Responsibilities:

Service Delivery & Incident Coordination

• Support the Support Manager in maintaining service delivery standards and ensuring the team meets SLA targets (90% or greater).
• Coordinate and lead the support team during Sev1–Sev2 digital banking incidents, ensuring clear communication between Tier 1, Tier 2, development teams, and clients.
• Assist Tier 1 and Tier 2 specialists in troubleshooting complex login, authentication, bill pay, transfer, mobile app, and integration issues impacting clients.
• Act as Support Incident Commander on Sev1–Sev2 calls; communicate impact to clients and write client-facing Root Cause Analyses (RCAs).
• Guide incident response efforts and ensure proper documentation, escalation, and resolution tracking.
• Facilitate post-incident reviews and root cause documentation to improve service reliability.

Technical & Product Leadership

• Serve as a subject matter resource for Tier 1 and Tier 2 specialists on the digital banking platform and related systems.
• Maintain strong working knowledge of key digital banking platform components including:
  • Online and mobile banking platforms
  • Authentication, multi-factor authentication (MFA), and user access management
  • Bill pay, internal and external transfers, and payment workflows
  • Integrations between digital banking, core, and third-party vendors
• Assist team members in interpreting and validating system configurations impacting digital banking features and integrations.
• Provide guidance to support specialists on complex issues involving authentication, payment workflows, integrations, data integrity, and system configuration.

Tools & Systems Collaboration

• Assist support staff in analyzing system data, logs, and API responses to identify discrepancies impacting client operations.
• Support troubleshooting of advanced technical issues involving digital banking-to-core integrations, third-party vendor connections, and automated processes.
• Coordinate with development and QA teams to validate fixes and communicate outcomes to support staff and clients.

Escalation & Cross-Team Coordination

• Act as the primary escalation point for Tier 1 and Tier 2 support specialists for complex digital banking or integration-related issues.
• Facilitate communication between support staff, clients, product development, QA, and leadership during critical issues.
• Provide structured updates to the Support Manager on escalations, risks, and operational concerns.
• Partner with Engineering and Product to turn recurring client issues into permanent fixes, including tooling, product changes, and documentation updates.

Process Improvement & Knowledge Development

• Identify opportunities to improve support workflows, escalation processes, and operational efficiency.
• Contribute to the development and maintenance of knowledge base documentation and troubleshooting resources.
• Promote best practices across the support team to improve issue resolution consistency and client satisfaction.
• Own team-level SLAs and operational KPIs (time-to-first-response, time-to-resolution, CSAT, escalation rate); report weekly to the Support Manager and monthly to Client Services leadership.
• Support the manager in implementing operational improvements and documentation standards.

Performs other related duties as assigned.

Required Skills/ Abilities:

• Proficiency in digital banking platform systems.

• Advanced knowledge of online and mobile banking, authentication and multi-factor authentication (MFA), user access management, bill pay, transfers, and payment workflows.

• Ability to read and interpret advanced SQL queries.

• Ability to analyze system data and troubleshoot complex technical or integration issues.

• Strong understanding of digital banking configuration and integrations with core and third-party systems.

• Strong analytical and problem-solving skills with attention to detail.

• Ability to lead and coordinate high-severity incident response efforts while maintaining professionalism and composure.

• Excellent communication skills, with the ability to explain complex digital banking or technical concepts to both technical and non-technical audiences.

• Strong cross-team collaboration and client interaction skills.

• Ability to make decisive, data-driven decisions during high-impact operational situations.

• Service-oriented mindset with a strong commitment to client support and issue resolution.

• Proficiency with Google Workspace or similar productivity tools.

Education and Experience:

• Associate’s degree in Information Technology, Finance, Business, or a related field required; Bachelor’s degree strongly preferred.

• Minimum 4–6 years of experience in a technical support or application support role, preferably supporting fintech platforms, financial systems, or digital banking software.

• 4 or more years of demonstrated experience resolving complex or escalated client issues, including cross-system or integration-related problems.

• Proven experience leading major incident response.

• 3 or more years’ experience mentoring or providing guidance to junior support staff or coordinating issue resolution across support tiers preferred.

• 3 or more years of financial institution experience strongly preferred, particularly within credit unions or banking environments.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

What We Offer

• Company-paid medical, dental, and vision insurance for employees
• Company-paid life and AD&D insurance
• Company-paid short- and long-term disability
• 401(k) retirement plan
• Flexible Spending Accounts (FSA)/ Dependent Care Spending Account (DCSA)
• Unlimited PTO
• Employee Assistance Program (EAP)
• Voluntary supplemental insurance options