Director, Customer Success

At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, In-office days will be determined by location and discipline.

ABOUT THE ROLE:

This leader will be a core member of the Customer Success leadership team, responsible for driving a strategic support framework tied to customer lifetime value (LTV), while owning the operational direction for our largest geographic support center. As the senior leader on-site in India, you ll play a central role in influencing global support strategy, maintaining a high-performing team culture, and helping Bluevine scale support excellence across multiple product lines..

The Role:

As the Director of Customer Support, you will:

• Lead Bluevine s India-based customer support hub, with full accountability for daily operations, long-term strategy, and the development of people, process, and technology.


• Drive a strategic transformation of customer service, shaping the delivery model based on customer segmentation, LTV, and channel effectiveness across inbound voice, chat, and email.


• Serve as a change agent and strategic thought partner within the global Customer Success leadership team contributing insights, recommendations, and innovation to Bluevine s executive agenda.


• Be a key cultural ambassador and senior site leader, helping foster a values-driven, inclusive, and high-performance environment in India.


• Align closely with global counterparts across Product, Risk, Compliance, Marketing, People, Legal, and Finance to influence business decisions through operational insights and customer feedback.


• Represent India operations in global leadership forums, leveraging performance metrics, customer trends, and team feedback to influence change at scale.

Why This Role is Exciting

• Strategic Influence:

  Youll help shape the future of customer service at a fast-growing fintech, directly impacting product, experience, and revenue.



• Transformational Leadership:

  Lead change at scale, implementing best-in-class support models using automation, data, and people development.



• Global Exposure:

  Work alongside cross-functional and cross-regional leaders in a high-visibility role with real ownership and voice.



• Local Impact:

  As the most senior Customer Success leader in India, you ll shape culture, develop future leaders, and leave a lasting legacy.

The Team:

Our Customer Success Group is the engine that drives support for the entrepreneurs who rely on us daily. The team provides support across several Bluevine products to our Small Business customers. It s a dynamic, collaborative, and evolving environment where ideas matter and impact is felt. As we continue to support our customers, Customer Success is at the forefront of driving positive change and enabling a better financial future for small business owners.

What Youll Do

• Design, lead, and implement scalable support strategies

  that are tiered by

  customer lifetime value (LTV)

  and business lifecycle stages, balancing quality, speed, and cost.



• Lead and manage

  a high-performing, India-based customer support organization focused on

  reactive, inbound interactions

  across multiple channels (phone, chat, email), in close partnership with other geographic regions to ensure a

  seamless, consistent, and value-added customer & employee experience

  .



• Lead multiple teams of Sr. Managers and front-line managers

  , guiding them in strategic and tactical decision-making to improve performance and experience.



• Drive performance

  to meet or exceed core OKR/KPIs, including

  SLA compliance, CSAT, QA & Compliance scores, first-contact resolution, and operational cost-efficiency

  .



• Foster a customer-first culture

  rooted in empathy, accuracy, and timely resolution, with a long-term focus on

  customer retention

  and satisfaction, aligned with Bluevine s mission to empower small business owners.



• Champion the adoption

  of next-gen support technologies, including AI, self-service, and process automation to unlock scale and efficiency.



• Continuously analyze support trends, pain points, and feedback

  , turning insights into actionable data-driven process improvements and measurable impact.



• Recruit, coach, and develop

  senior leaders, front-line managers, and support specialists focusing on career growth, engagement, and retention.



• Implement scalable processes, automation, and technology platforms

  to streamline support operations, reduce effort for customers and agents, and future-proof support capabilities.



• Monitor, report, and forecast

  performance trends, risks, and opportunities; proactively share insights with Customer Success leadership and the broader Bluevine executive team.



• Ensure regulatory compliance and operational risk management

  by staying up to date with financial services regulations, data privacy requirements, and internal policies.



• Cultivate an inclusive, high-performance culture

  that fosters a culture of empowerment, collaboration, accountability, and innovation.



• Provide strategic mentorship and hands-on support

  , seamlessly switching between player and coach roles, especially during periods of change or escalation.



• Own delivery of customer engagement and business impact metrics

  , ensuring that support operations are contributing to both customer success and company growth.



• Drive cross-functional collaboration

  , partnering with Product, Compliance, Marketing, Risk, People Team, Legal, and Bank Partners to execute key initiatives and resolve systemic challenges.



• Lead complex projects

  from initiation to completion, ensuring alignment of goals, timelines, and resources.



• Promote Bluevine s values and cultural programs

  , including employee recognition, engagement, and community involvement.

What We Look For

• 12+ years

  of experience in customer service/support leadership, with

  8+ years

  managing large-scale operations in financial services, banking, or fintech.


• Proven success leading

  India-based teams

  , preferably in a B2B or small business customer environment.


• Strong operational acumen, with the ability to balance quality, speed, and cost.


• Experience with support tools, contact center infrastructure, and CRM systems (Salesforce, Amazon Connect preferred).


• Experience implementing technology solutions (automation, AI, CRM enhancements) to scale service delivery.


• Strategic thinker with experience developing LTV-aligned service models and cost optimization strategies.


• Strong analytical and storytelling skills capable of turning metrics into compelling business narratives.


• Effective communicator and global cross-functional collaborator with executive presence.


• Bachelors degree required; advanced degree or relevant certifications (e.g., PMP, Six Sigma) a plus.