Manager, Customer Success

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