Team Lead, Customer Support

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:

Bluevine is seeking a Team Lead (Player-Coach) to support frontline customer operations by driving real-time execution, floor performance, and team effectiveness. This role serves as a critical bridge between agents and leadership—ensuring smooth day-to-day operations while maintaining a high bar for customer experience and professionalism.

This is a hands-on role, where you will actively handle customer interactions while monitoring floor health, coaching specialists in real time, and reinforcing a focused, high-performing work environment.

WHAT YOU'LL DO:

• Provide real-time floor support across channels (chat, phone, email), ensuring service levels and response times are consistently met
• Monitor queues and team performance in real time, identifying risks and taking immediate action to maintain coverage and performance
• Serve as a player-coach by handling customer interactions while supporting and guiding the broader team
• Deliver in-the-moment coaching and feedback to improve specialist quality, efficiency, and customer outcomes
• Maintain a strong floor presence, proactively identifying and addressing behaviors that impact productivity, adherence, and overall team performance
• Intervene quickly and consistently to reinforce professional standards and ensure a focused, high-performing work environment
• Document and escalate performance, attendance, and conduct concerns with clear, timely, and objective detail to frontline leadership
• Monitor for and address risks to service levels, team engagement, and operational integrity, taking appropriate action in real time
• Support new hire ramp by reinforcing training, answering questions, and building agent confidence
• Partner with frontline managers to reinforce expectations, share insights, and drive consistent execution of operating standards
• Complete additional administrative task as assigned by leadership

WHAT WE LOOK FOR:

• 3–6+ years of experience in customer support, preferably in financial services or a regulated environment
• Proven ability to handle escalations and complex customer scenarios with sound judgment
• Strong understanding of support operations, SLAs, and real-time queue management
• Experience providing coaching or peer support in a fast-paced environment
• Demonstrated ability to maintain focus, accountability, and professionalism within a team setting
• Strong observation skills with the ability to identify issues quickly and take appropriate action
• Excellent communication skills, including the ability to provide clear, direct, and actionable feedback
• Comfortable balancing individual contribution with team support responsibilities
• High attention to detail and ability to document issues accurately and objectively
• Ability to remain calm under pressure and make decisions in real time

Key Characteristics for Success

• Strong sense of ownership over floor performance and team environment
• Bias for action and willingness to address issues directly and consistently
• High integrity and commitment to maintaining operational and professional standards
• Positive, team-oriented mindset with a focus on delivering great customer outcomes

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