About BlueVine

BlueVine is a high-growth fintech company empowering small businesses with innovative banking designed for their needs. We combine industry-leading technology and security with our team's expertise and care to provide best-in-class financing and lending products to power business growth at every stage of the journey. To date, we've supported over 87,000 small business owners with our core financial service products and more than 300,000 small business owners through the Paycheck Protection Program (PPP).

Headquartered in Redwood City, CA, BlueVine has raised $102.5M and is backed by top investors, including Menlo Ventures, Lightspeed Ventures, Citi Ventures, SVB Financial, Nationwide Insurance, and M12. For more information, check out our LinkedIn Page. 

Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long. Join us as we build a brighter financial future for small businesses.

ABOUT THE ROLE

BlueVine is looking to add an experienced and strategic Customer Support Manager who will lead a team of Customer Support team members who are passionate about serving others, client-focused, and dedicated to helping small business owners succeed.  The Customer Support Manager will be responsible for ensuring we deliver exceptional experiences to both our team members  and our customers.  You will lead a team of dynamic Customer Support team members who happily partner with clients via phone, email and live chat.  We need someone who is passionate about helping others develop, is a problem solver who loves to develop processes, and can lead initiatives that improve the employee and client experience.  We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping build an organization that is crucial to our business and the small business owners we serve.

This is not a fully remote role. At BlueVine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment.  All of our offices will reopen in accordance with local guidelines, and will follow a hybrid model.

WHAT YOU'LL DO

• Responsible for the development of support team members ensuring expectations set are clear and measurable and provides ongoing feedback to drive accountability and growth
• Implements and executes coaching and training routines to ensure support team members develop exceptional client facing skills required to obtain, analyze, troubleshoot, and resolve issues efficiently and effectively across phone, email, and live chat
• Create a fun and engaging environment where everyone feels valued and welcomed
• Meet or exceed all department KPIs related to customer satisfaction/quality, efficiency, effectiveness, and people metrics
• Develop and implement best in class customer support processes that help scale the organization while driving exceptional customer experiences
• Create and maintain knowledge base of best practices and procedure guides
• Represent the voice of the customer by helping to provide product and customer experience feedback  and recommended enhancements to other departments in the organization
• Proactively identify, manage, and or escalate risks that may impact the business
• Responsible for hiring, training, onboarding, and performance management
• Shift seamlessly between the role of player and coach as the organization grows by answering calls, emails, and resolving escalations 
• Able to think outside the box for solutions to customer inquiries and the ability to move quickly with limited direction 
• Take ownership of various projects and processes to continue to improve the business and teams experience 

WHAT WE LOOK FOR

• 2+ years on a financial services Customer Support Team, with at least two years in a management position, preferably at a banking, credit card or payment processing organization
• Customer focused, confident and empathetic leader
• Strong track record of developing high performing client centric teams
• Experience with a high volume of customer inquiries and customer accounts
• Ability to learn and adapt to new technologies and apply those concepts to client needs
• Ability to maintain knowledge of technology trends, developments, and industry best practices
• Excellent written and oral communication skills and ability to articulate technical concepts clearly and succinctly
• Ability to work in ambiguous environments with little direction
• Scrappy - We don't have all the answers, but you'll need to find them
• Ability to document and effectively raise operational trends
• Bachelor’s degree or equivalent a plus

Benefits & Perks:

• Receive over $1,000 annually for a wellness benefit of your choice
• Monthly WFH Stipend 
• Generous PTO and holidays
• Excellent health coverage and life insurance benefits
• Generous, paid parental leave which covers up to 15 weeks
• 401K with an immediate 3% company match

Once We Return to Office:

• Free commuter benefits - CalTrain passes for SF employees and a monthly parking allowance 
• Weekly catered lunches
• Unlimited snacks in fully stocked kitchens
• Pet-friendly HQ

Read what candidates and employees have to say about us. Check out our Glassdoor Page.