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Customer Support Supervisor

BlueVine

BlueVine

People & HR, Customer Service, Sales & Business Development, Operations
Salt Lake City, UT, USA
Posted on Thursday, October 19, 2023

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

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 in accordance with local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline.

ABOUT THE ROLE:

Bluevine is currently searching for an experienced and strategic Team Lead to manage a Customer Success team with 15+ direct reports. The team is composed of front-line specialists who provide support across several products to Small Business Owners, interacting with customers through various channels such as phone, email, and chat. A successful candidate for this position will ensure that both customers and specialists receive exceptional experiences by developing processes and leading initiatives to improve these experiences. You will also partner with Senior Leadership and collaborate closely with peers across the entire organization to establish, expand, and uphold a best-in-class operation. We are looking for someone who is passionate about helping others develop, and who is energetic, collaborative, self-motivated, and ready to take on the challenge of building an organization that is crucial to our business and the small business owners we serve.

WHAT YOU'LL DO:

  • Responsible for the development and day-to-day management of 15+ support specialists ensuring expectations set are clear and measurable - provides ongoing feedback including 1:1s, coachings, and evaluations to drive accountability and career and skill growth
  • Develops coaching and training routines to ensure support specialists develop exceptional customer care skills that enable them to analyze, troubleshoot, and resolve issues efficiently and effectively across phone, email, and live chat
  • Implement best-in-class customer support practices that help scale the organization, and ensure team members can efficiently and effectively support multi-product customers while reducing operational costs and meeting or exceeding all departmental KPIs.
  • Create a fun and engaging environment where everyone feels valued and welcomed
  • Quickly identify any knowledge base gaps and partner with teams to establish 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 including risk trends, contact trends, and system outages
  • Shift seamlessly between the role of player and coach as the organization grows by answering calls, chats 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 team experience

WHAT WE LOOK FOR:

  • 5+ years of total experience with at least 2 years of people leadership leading a financial services Customer Support Organization, preferably at a banking, credit card, or lending 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 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