About Bluevine

Bluevine is on a mission to enable a better financial future for small business owners through innovative banking solutions designed just for them. By combining best-in-class technology with advanced security and a deep understanding of the small business community, we deliver end-to-end banking and lending products that empower always-on entrepreneurs to grow their businesses with confidence. 

As a dynamic company with massive potential, we’re backed by leading investors such as Lightspeed Venture Partners, Menlo Ventures, 83North, Citi Ventures, and nearly 9 years of proven success. Since launching in 2013, we have grown exponentially, amassing over 400,000 customers across all 50 states and a global team of more than 500 people. Our passion is driven by purpose: to give small businesses the tools they need to succeed and we’re just getting started. 

All of this begins with our team who are driven by collaboration, problem-solving, and learning and growing together. With a commitment to innovation and community impact, our mission is to help every small business—and every team member—thrive. Join us! #LI-Hybrid

Our Customer Success Group is the engine that drives support for the entrepreneurs who rely on us daily. The team provides support across several Bluevine products to our Small Business customers. It’s a dynamic, collaborative, and evolving environment where ideas matter and impact is felt. As we continue to support our customers, Customer Success is at the forefront of driving positive change and enabling a better financial future for small business owners. 

Responsibilities:

Grow Together

  • Team Leadership: Develop, support, and manage 15 support specialists, providing clear and measurable expectations through ongoing feedback, 1:1s, coaching, and evaluations to drive accountability, career growth, and skill development.
  • Best-in-Class Practices: Implement scalable customer support practices, allowing efficient multi-product support, and establishing departmental KPIs.
  • Cross-functional collaboration: Collaborate with Sr. Leaders and with other departments to ensure a cohesive customer experience.

Lead with Integrity

  • Agility Leader: Champion a culture of agility, strategically navigating and leading through changing circumstances. 
  • Engaging Environment: Foster a supportive and engaging atmosphere where team members are valued and welcomed.
  • Versatile Leadership: Transition between guiding the team and directly engaging with customers when needed, skillfully resolving any escalations.
  • Voice of the Customer: Represent the customer's voice by providing feedback on product and customer experience, and recommending enhancements to other departments.
  • Risk Management: Proactively identify, manage, and escalate risks impacting the business.
  • Solution Focused: Thrive in ambiguous environments. Recognizing that not all the answers are readily available but demonstrating the ability to find innovative solutions. 

Push Boundaries

  • Innovative Solutions: Think outside the box for customer inquiries, moving quickly with limited direction.
  • Project Ownership: Take ownership of various projects and processes to continually improve the business and team experience.
  • Best-in-Class Practices: Implement scalable customer support practices, allowing efficient multi-product support, and establishing departmental KPIs.

Act as an Owner

  • Training Development: Create coaching and training routines ensuring support specialists develop exceptional customer care skills for efficient issue resolution.
  • Performance Metrics: Track and report key performance indicators (KPIs) related to customer service, such as response times, customer satisfaction scores, and resolution rates.
  • Compliance: Ensure operations comply with banking regulations, policies, and procedures
  • Knowledge Base Management: Identify knowledge base gaps, partnering with teams to establish best practices and procedure guides
  • Quality Assurance: Monitor and maintain the quality of customer interactions to ensure consistency and adherence to standards.
  • Performance Metrics: Track and report key performance indicators (KPIs) related to customer service, such as response times, customer satisfaction scores, and resolution rates.
  • Data Analysis: Use data analysis to identify trends, areas for improvement, and opportunities to enhance customer service.
  • Financial Education: Provide information and resources to help agents and customers better understand banking products and services

Qualifications:

  • Proven Experience: 
  • Proven Experience: At least 5 years of relevant experience
  • Leadership Qualities: A customer-focused, confident, and empathetic leader with a strong track record of developing high-performing, client-centric teams.
  • Operational Proficiency: Demonstrated expertise in handling a high volume of customer inquiries and managing customer accounts.
  • Technological Adaptability: Proven ability to swiftly learn and adapt to new technologies, seamlessly applying these concepts to meet client needs.
  • Communication Excellence: Excellent communication skills, coupled with the ability to articulate  clearly and succinctly
  • Adaptive Strategist: Proactively navigates uncertainty, steering the team towards success by adeptly managing tasks and priorities.
  • Proactivity: Exhibit a flexible problem-solving approach, ensuring the team responds effectively to uncertainties and embraces change. 
  • Trend Documentation: Proficient in documenting and effectively raising and presenting operational trends, contributing to continuous process improvement.

If you're passionate about making a real impact and fostering a supportive, innovative environment, we invite you to apply and become a vital part of our mission to empower entrepreneurs. Let's shape the future of small business banking together.

This is a hybrid 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 have reopened following local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline.

BENEFITS AND PERKS - for employees located in the US

  • Excellent health coverage and life insurance benefits
  • 401K with an immediate 3% company match 
  • PTO, Company Holidays, and Flexible Holidays
  • Company-sponsored Mental Health Benefits, including 1:1 therapy
  • Over $1,000 annually for a wellness benefit of your choice
  • Monthly WFH stipend
  • Generous, paid parental leave covering up to 16 weeks
  • Access to financial coaches and education sessions
  • Free commuter benefits - Caltrain passes for San Francisco employees and a monthly parking allowance
  • Weekly catered lunches and fully stocked kitchen pantries
  • Community-based volunteering opportunities 

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