Senior Customer Support Associate

Bluevine is seeking a Senior Customer Support Associate to join their team in Bengaluru. This full-time, onsite role involves resolving small business owners' questions regarding Bluevine's Business Checking product via multiple channels like calls, emails, and chats. The ideal candidate is passionate about helping others, thrives in a fast-paced environment, and is dedicated to ensuring efficient and effective customer experiences while representing the voice of the customer.

Must Have

• Resolve small business owner inquiries across multiple channels
• Ensure efficient and effective customer request resolution
• Utilize technology solutions for customer requests
• Meet performance expectations and KPIs
• Identify, resolve, and escalate customer experience risks
• Provide product and customer experience feedback
• Adapt to business needs and scheduling adjustments
• Passion for helping people and making a difference
• Thrive in ambiguous, fast-paced environments
• Communicate clearly and concisely (verbal and written)
• Quick learner and swift decision-maker
• Manage difficult conversations with empathy
• Problem-solving orientation
• Technologically savvy and adaptable
• Commitment to an onsite, full-time role
• Comfortable with night shift timings (5:30 PM IST - 6:30 AM IST)

Good to Have

• Experience with Salesforce
• Experience with Slack
• Bachelor’s degree or equivalent

Perks & Benefits

• 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

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:

At Bluevine, we’re proud to be the answer for thousands of small business owners who rely on us every day to equip them with the funds and/or financial solutions they need to achieve their business goals. Are you passionate about helping others and developing solutions that translate into meaningful experiences for customers? Do you thrive working in a continuously evolving and fast paced environment? Do you enjoy working in an innovative, inclusive, diverse, and collaborative environment? If so, Bluevine may be a great fit for you. For more information, check out our LinkedIn Page.

Our Customer Support team members are passionate about serving others, client-focused, and dedicated to helping small business owners succeed. As a Customer Support team member at Bluevine, you will be an advocate for our clients. In this role you will work closely with our developing support team to quickly and efficiently identify, solve, or properly direct our clients' questions and concerns. This role will focus on resolving questions from Small Business Owners regarding our Business Checking product.

This is a full-time and onsite position. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment.

WHAT YOU'LL DO:

• Resolve small business owners’ questions and requests regarding Bluevine’s products via multiple contact channels including inbound calls, outbound call follow-ups, emails, and/or chats
• Ensure customer requests are resolved efficiently and effectively while addressing the customers’ stated and unstated short-term & long-term needs
• Leverage Bluevine’s innovative technology solutions and systems to process customer’s requests
• Meet or exceed performance expectations based on key performance indicators across customer experience, effectiveness, efficiency, and other metrics
• Identify, resolve, and escalate risks and trends that may impact the customer experience
• Represent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements
• Be adaptable and flexible to support business needs, including short-term scheduling adjustments
• Be a part of creating a fun and engaging culture
• Flexible working hours during the night shift (Current support hours align to 8AM to 8PM US Eastern Time Zone)

Core Capabilities or Competencies

• You have a passion for helping people and you love making a difference in the lives of others
• You thrive in ambiguous and rapidly changing environments
• Able to clearly and concisely communicate verbally and in writing opportunities, challenges, and resolutions to resolve customer contacts
• Learning things quickly and making swift decisions is nothing new for you
• When it comes to managing difficult conversations, you know how to strike the right balance between listening, asking questions, displaying empathy, and driving toward optimal outcomes
• Problems are welcomed challenges and you enjoy helping others resolve issues and learning new things
• You are one of the most technologically-savvy individuals in your network and you are known for adapting rapidly to changing tools and capabilities
• You are excited about starting a career in a fintech company that obsesses about helping Small Business Owners simplify their finances so they can get back to what matters most to them

WHAT WE LOOK FOR:

• 4-8 years of Customer Support experience including client-facing experience via multiple contact channels of phone, email, and chat
• US Phone Support experience
• US Banking and financial experience
• Strong experience with G-Suite
• Experience with Salesforce (or other email/chat tools), Slack are a huge plus
• Preferred Bachelor’s degree or equivalent

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