About this Manager, Customer Success role at Bluevine - India
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
- Proven ability to lead through managers and drive accountability
- Strong communicator across geographies, including U.S.-based stakeholders
Approach & Mindset
- Execution-focused with strong attention to consistency and detail
- Comfortable operating within defined frameworks
- Seeks to understand before making changes
- Practical, data-driven decision maker
Education
- Bachelor’s degree required
- Advanced degree or relevant certifications (e.g., Six Sigma) a plus
Benefits & Perks
- Excellent group health coverage and life insurance
- Stock options
- Meal allowance
- Transportation assistance (terms and conditions apply)
- Generous paid time off plan, Holidays
- Company-sponsored mental health benefits
- Financial advisory services for both short- and long-term goals
- Learning and development opportunities to support career growth
- Community-based volunteering opportunities
