Manager, Banking Support

Company: BlueVine
Location: Jersey City
Posted on: April 8, 2021

Job Description:

BlueVine is a high-growth fintech company empowering small businesses with innovative banking. By combining industry-leading technology and security with our team's expertise and care, we've helped 200,000+ businesses, funding more than $9 billion since 2013.

Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long. We're hiring problem solvers and collaborators to join our meaningful mission.

Headquartered in Redwood City, CA, we've recently raised $102.5M and are backed by top investors, including Menlo Ventures, Lightspeed Ventures, Citi Ventures, SVB Financial, Nationwide Insurance, and M12.

BlueVine is looking to add an experienced and strategic Manager, Customer Support who will lead a team of Customer Support team members who are passionate about serving others, client-focused, and dedicated to helping small business owners succeed. You will be responsible for ensuring we deliver exceptional experiences to both our team members and our customers. You will lead a team of dynamic Customer Support team members who happily partner with clients via phone, email and live chat. We need someone who is passionate about helping others develop, is a problem solver who loves to develop processes, and can lead initiatives that improve the employee and client experience. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping build an organization that is crucial to our business and the small business owners we serve.

What You'll Do

• Responsible for the development of support team members ensuring expectations set are clear and measurable and provides ongoing feedback to drive accountability and growth
• Implements and executes coaching and training routines to ensure support team members develop exceptional client facing skills required to obtain, analyze, troubleshoot, and resolve issues efficiently and effectively across phone, email, and live chat
• Create a fun and engaging environment where everyone feels valued and welcomed
• Meet or exceed all department KPIs related to customer satisfaction/quality, efficiency, effectiveness, and people metrics
• Develop and implement best in class customer support processes that help scale the organization while driving exceptional customer experiences
• Create and maintain knowledge base of best practices and procedure guides
• Represent the voice of the customer by helping to provide product and customer experience feedback and recommended enhancements to other departments in the organization
• Proactively identify, manage, and or escalate risks that may impact the business
• Responsible for hiring, training, onboarding, and performance management
• Shift seamlessly between the role of player and coach as the organization grows by answering calls, emails, and resolving escalations
  
  What We Look For
  
  • 2+ years on a financial services Customer Support Team, with at least two years in a management position, preferably at a banking, credit card or payment processing organization
  • Customer focused, confident and empathetic leader
  • Strong track record of developing high performing client centric teams
  • Experience with a high volume of customer inquiries and customer accounts
  • Ability to learn and adapt to new technologies and apply those concepts to client needs
  • Ability to maintain knowledge of technology trends, developments, and industry best practices
  • Excellent written and oral communication skills and ability to articulate technical concepts clearly and succinctly
  • Ability to work in ambiguous environments with little direction
  • Scrappy - We don't have all the answers, but you'll need to find them
  • Ability to document and effectively raise operational trends
  • Bachelor's degree or equivalent a plus
    
    Benefits & Perks
    
    • Receive over $1,000 annually for a wellness benefit of your choice
    • Monthly WFH Stipend
    • Generous PTO and holidays
    • Excellent health coverage and life insurance benefits
    • Generous, paid parental leave which covers up to 15 weeks
    • 401K with an immediate 3% company match

Keywords: BlueVine, Jersey City , Manager, Banking Support, Executive , Jersey City, New Jersey