Director, Customer Success

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?

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.

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 global team shares one mission: to give small businesses the financial tools they need to succeed.

Bluevine is seeking a Director of Customer Support (India) to lead our India-based support operations as a critical part of our global customer support model.

This is a high-ownership, high-impact leadership role responsible for ensuring operational excellence, leadership rigor, and consistent execution across all customer support channels.

This role is best suited for a leader who thrives in driving performance, building strong teams, and executing with consistency and focus.

• Co-lead Customer Support in India: Partner with a Senior Manager to lead Customer Support operations on-site, with shared accountability for performance and execution
• Direct Business Impact: Your team directly impacts customer experience, retention, and operational success
• High Visibility: Partner closely with U.S. senior leadership and influence key operational decisions
• CS Site Leadership: Play a key role in shaping site culture, engagement, and performance in partnership with the site lead and People team while leading all CS site engagement activities
• Path to Broader Impact: After helping to stabilize operations, you will have opportunities to contribute to global initiatives and cross-geo improvements

• Establish strong operational discipline and consistency
• Ensure strict adherence to existing and future processes and policies
• Strengthen leadership capability and accountability
• Improve performance across all core metrics 
• Drive meaningful improvements in the customer experience 

• Contribute to global initiatives
• Influence cross-geo processes
• Support scaling of support operations

• Lead a team of at least two frontline leaders (managers) in India, with full accountability for their performance and team outcomes
• Ensure strict alignment with U.S.-defined processes and policies
• Deliver consistent performance across all operational metrics

• Drive performance across (not exhaustive):
• Process and policy adherence
• CSAT, NPS, complaints
• Quality (QA)
• Productivity (contacts per day, backlog, time per email/response)
• Channel SLAs (chat, email, voice)
• Attendance and shrinkage
• Implement strong inspection and accountability mechanisms
  
  

• Lead and develop frontline leaders (managers)
• Set clear expectations and inspect performance consistently
• Address performance proactively by engaging in candid, timely conversations and taking appropriate action when expectations are not met
• Build a strong leadership bench and succession plans

• Execute direction from U.S. leadership with strong alignment and consistency, seeking clarification before making any adaptations
• Seek clarification before making changes
• Ensure zero inconsistency across geographies and escalate rather than independently modifying processes

• Partner with your local peers and site leadership to drive engagement and site health
• Collaborate with the People team on performance, culture, and development
• Support site-wide initiatives and operational excellence

• Work with Product, Legal, Compliance, and U.S. stakeholders as necessary to complete core responsibilities and or initiatives 
• Ensure operational readiness for new processes, policies, and product changes

• 12+ years of experience in customer support / operations leadership
• 8+ years managing large-scale, SLA-driven operations (financial services, banking, fintech, or similar)
• Proven experience leading India-based teams; experience in B2B or small business environments is a plus
• Demonstrated experience managing managers and multi-layer organizations

• Strong operational acumen with the ability to balance quality, speed, and cost
• Deep familiarity with core support metrics (CSAT, NPS, QA, SLAs, productivity, backlog management)
• Experience with contact center tools and CRM systems (e.g., Salesforce, Amazon Connect)
• Experience leveraging technology (automation, AI, workflow improvements) to enhance efficiency and scale

• Effective communicator with the ability to influence across geographies and functions
• Experience working with global stakeholders and navigating cross-functional environments
• Ability to translate metrics and performance into clear, actionable insights

• Comfortable operating within defined frameworks while maintaining high standards of execution
• Thoughtful problem solver who seeks to understand current state before proposing changes
• Balances data-driven thinking with practical, execution-focused decision-making

• Bachelor’s degree required
• Advanced degree or relevant certifications (e.g., PMP, Six Sigma) are a plus
  
  
  

Success in this role is defined by:

• Consistent execution and operational discipline
• Strong leadership bench and accountability
• Strict alignment across geographies
• Improved performance across core metrics