Job Description

*About Bluevine**

Bluevine is the largest small business banking platform in the U.S., redefining how entrepreneurs manage their money. We create modern financial solutions, from checking and lending to payments and beyond, designed to help small business owners grow, thrive, and take control of their financial future. Our best\-in\-class technology, advanced security, and deep understanding of the small business community give our customers the confidence to focus on what they do best.

Since 2013, we've supported more than 750,000 small businesses nationwide. Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, our 500\+ person global team shares one mission: to give small businesses the financial tools they need to succeed.

We're innovators driven by big ideas, collaboration, and real impact. Here, you'll have the freedom to take ownership, grow your career, and make a difference for small business owners across America. Ready to shape what's next?

*ABOUT THE ROLE:**

We are seeking a highly driven Frontline Manager, Customer Success to lead a multi\-channel customer support team operating in a night shift environment. This role is responsible for managing day\-to\-day operations across channels (chat, email, phone), ensuring team productivity, adherence to performance metrics, and delivery of a high\-quality customer experience.

You will play a critical role in coaching frontline agents, driving operational efficiency, and maintaining service excellence in a fast\-paced, metrics\-driven environment.

*WHAT YOU'LL DO:**

### **Team Management \& Coaching**

Lead, coach, and develop a team of customer support agents handling chat, email, and phone interactions
Conduct regular 1:1s, performance reviews, and coaching sessions to improve individual and team performance
Drive employee engagement and retention, especially within a night shift environment
Identify skill gaps and partner with training teams to upskill employees

### **Performance \& Productivity Management**

Monitor real\-time and historical performance metrics (AHT, CSAT, SLA, productivity, adherence)
Ensure team consistently meets or exceeds KPIs and service level targets
Take proactive actions to manage performance gaps, including performance improvement plans (PIPs) where needed
Partner with Workforce Management (WFM) to optimize staffing, scheduling, and queue management

### **Customer Experience \& Quality**

Ensure delivery of high\-quality, consistent customer service across all channels
Monitor quality scores and implement action plans to improve customer satisfaction (CSAT/NPS)
Handle escalations and complex customer issues with a strong focus on resolution and experience
Reinforce a customer\-first culture within the team

### **Operational Excellence**

Drive process adherence and continuous improvement initiatives
Identify trends, root causes, and opportunities to improve workflows, tools, and customer journeys
Collaborate cross\-functionally with Product, Risk, and Operations teams to resolve systemic issues
Ensure compliance with internal policies and regulatory requirements

### **Reporting \& Insights**

Analyze performance data and generate insights to inform decision\-making
Prepare and present regular reports on team performance, trends, and improvement plans
Use data to drive accountability and continuous improvement

*WHAT WE LOOK FOR:**

### **Experience \& Scope**

5\+ years managing customer support teams in SLA\-driven environments (fintech, banking, BPO, or similar)
Experience leading frontline managers and multi\-layer teams
Experience working in India\-based support operations

### **Operational Excellence**

Strong ownership of performance and core support metrics (CSAT, QA, SLAs, productivity, backlog)
Experience in high\-volume, metrics\-driven environments
Familiarity with contact center tools and CRM systems

### **Leadership \& Communication**