Manager, Customer Support (FinTech Operations)

We are  seeking  a highly motivated, people-centric leader/Manager who invokes inspiration to lead our Customer Success organization based out of Bangalore, India. This role is pivotal in growing the already existing strong collaborative culture of growth and operational excellence.  The candidate will play a crucial and lead role in scaling our operations, enhancing our customer service strategy, and fostering a supportive and inclusive work environment. Candidates must be able to manage multiple key projects and initiatives that span across Bluevine that leverage new or existing technology with an innate focus on the delivery of consistently exceptional service, improving efficiency, adherence to process, policy, and procedures, and deepening the customer’s relationship with Bluevine. You will achieve this through developing relationships with key internal and external partners and the ability to collaborate with remote teams effectively. This candidate will be part of the leadership team in Bluevine’s India office and will report directly to the Director of Banking Customer Success, based in the US. This candidate will have functional responsibility for digital support and phone support operations spanning the entire suite of existing and future product offerings and administrative responsibility for customer success teams.

What You'll Do:

Leadership and Development:

• Lead the customer success teams in India and the US, promoting a culture of high performance, collaboration, and growth.
• Actively invest in leadership development within the organization.
• Work closely with the Site Lead and other key stakeholders to implement cultural and engagement initiatives such as recognition programs, engagement activities, diversity and inclusion, and community involvement, etc.
• Consistently learning and adapting to trends within the FinTech, US regulatory, and customer expectations arenas. 

Recruitment and Training:

• Recruit, train, and build a high-performing customer support team in India.
• Ensure comprehensive onboarding and continuous training programs are in place to meet and exceed current and future operational demands.
• Cultivate a growth mindset within the teams by investing in people and personal development through company-led and grassroots training programs. 

Strategic Oversight:

• Provide strategic insights to shape and influence our customer support strategies.
• Partner with cross-functional teams, including senior leadership, risk, product, development, workforce management, and compliance, to enhance employee and customer outcomes.
• Establish and expand internal product knowledge and provide tailored data-based decisions that influence Customer Support and Bluevine. 
• Leverage experience in US Banking to maintain process oversight with appropriate industry best practices for oversight and controls. 

Operational Excellence:

• Monitor and ensure adherence to company OKRs, team KPIs, and SLAs; identify and implement strategies to enhance team efficiency.
• Oversee documentation of policies and procedures, collaborating with Business Controls and other departments for operational improvements.
• Ensure effective site coverage and operational consistency across various shifts and locations.

What We Look For:

• 10+ years of experience and 3+ years in a managing customer support role in customer success and/or operations, particularly in a fast paced and customer facing environment.  
• U.S. fintech/line of credit / credit card experience is a requirement
• Strong leadership and communication skills in working with global teams and stakeholders.
• Proven track record of managing and motivating direct and indirect teams, and the ability to manage team leaders.
• Ability to take a hands-on approach to risk strategy, strategic thinking, problem-solving capabilities, and be comfortable with data and leveraging it to make key decisions.
• Understanding of customer success tools, platforms, best practices and the ability to integrate into a scaling business.