About Bluevine Bluevine is transforming small business banking with innovative solutions like checking lending and credit all tailored to help entrepreneurs thrive With best-in-class technology advanced security and a deep understanding of the small business community we re empowering entrepreneurs to grow with confidence Backed by leading investors like Lightspeed Venture Partners Menlo Ventures 83North and Citi Ventures we ve been supporting SMBs since 2013 serving over 750 000 customers nationwide and growing a dynamic global team of 500 people Our mission To fuel small businesses with the financial tools they need to succeed At Bluevine you ll be part of a collaborative fast-paced team that s reshaping the future of banking Ready to make an impact 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 In-office days will be determined by location and discipline ABOUT THE ROLE Bluevine is seeking a visionary and strategic Director of Customer Support to lead and transform our India-based customer support operations This highly visible and high-impact role will own the reactive inbound support function aligning customer service with Bluevine s broader business goals and directly shaping how we deliver value to our small business customers This leader will be a core member of the Customer Success leadership team responsible for driving a strategic support framework tied to customer lifetime value LTV while owning the operational direction for our largest geographic support center As the senior leader on-site in India you ll play a central role in influencing global support strategy maintaining a high-performing team culture and helping Bluevine scale support excellence across multiple product lines The Role As the Director of Customer Support you will Lead Bluevine s India-based customer support hub with full accountability for daily operations long-term strategy and the development of people process and technology Drive a strategic transformation of customer service shaping the delivery model based on customer segmentation LTV and channel effectiveness across inbound voice chat and email Serve as a change agent and strategic thought partner within the global Customer Success leadership team contributing insights recommendations and innovation to Bluevine s executive agenda Be a key cultural ambassador and senior site leader helping foster a values-driven inclusive and high-performance environment in India Align closely with global counterparts across Product Risk Compliance Marketing People Legal and Finance to influence business decisions through operational insights and customer feedback Represent India operations in global leadership forums leveraging performance metrics customer trends and team feedback to influence change at scale Why This Role is Exciting Strategic Influence You ll help shape the future of customer service at a fast-growing fintech directly impacting product experience and revenue Transformational Leadership Lead change at scale implementing best-in-class support models using automation data and people development Global Exposure Work alongside cross-functional and cross-regional leaders in a high-visibility role with real ownership and voice Local Impact As the most senior Customer Success leader in India you ll shape culture develop future leaders and leave a lasting legacy The Team 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 setting 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 What You ll Do Design lead and implement scalable support strategies that are tiered by customer lifetime value LTV and business lifecycle stages balancing quality speed and cost Lead and manage a high-performing India-based customer support organization focused on reactive inbound interactions across multiple channels phone chat email in close partnership with other geographic regions to ensure a seamless consistent and value-added customer employee experience Lead multiple teams of Sr Managers and front-line managers guiding them in strategic and tactical decision-making to improve performance and experience Drive performance to meet or exceed core OKR KPIs including SLA compliance CSAT QA Compliance scores first-contact resolution and operational cost-efficiency Foster a customer-first culture rooted in empathy accuracy and timely resolution with a long-term focus on customer retention and satisfaction aligned with Bluevine s mission to empower small business owners Champion the adoption of next-gen support technologies including AI self-service and process automation to unlock scale and efficiency Continuously analyze support trends pain points and feedback turning insights into actionable data-driven process improvements and measurable impact Recruit coach and develop senior leaders front-line managers and support specialists focusing on career growth engagement and retention Implement scalable processes automation and technology platforms to streamline support operations reduce effort for customers and agents and future-proof support capabilities Monitor report and forecast performance trends risks and opportunities proactively share insights with Customer Success leadership and the broader Bluevine executive team Ensure regulatory compliance and operational risk management by staying up to date with financial services regulations data privacy requirements and internal policies Cultivate an inclusive high-performance culture that fosters a culture of empowerment collaboration accountability and innovation Provide strategic mentorship and hands-on support seamlessly switching between player and coach roles especially during periods of change or escalation Own delivery of customer engagement and business impact metrics ensuring that support operations are contributing to both customer success and company growth Drive cross-functional collaboration partnering with Product Compliance Marketing Risk People Team Legal and Bank Partners to execute key initiatives and resolve systemic challenges Lead complex projects from initiation to completion ensuring alignment of goals timelines and resources Promote Bluevine s values and cultural programs including employee recognition engagement and community involvement What We Look For 12 years of experience in customer service support leadership with 8 years managing large-scale operations in financial services banking or fintech Proven success leading India-based teams preferably in a B2B or small business customer environment Strong operational acumen with the ability to balance quality speed and cost Experience with support tools contact center infrastructure and CRM systems Salesforce Amazon Connect preferred Experience implementing technology solutions automation AI CRM enhancements to scale service delivery Strategic thinker with experience developing LTV-aligned service models and cost optimization strategies Strong analytical and storytelling skills capable of turning metrics into compelling business narratives Effective communicator and global cross-functional collaborator with executive presence Bachelor s degree required advanced degree or relevant certifications e g PMP Six Sigma a plus Benefits Perks Excellent group health coverage and life insurance Stock options Hybrid work model 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