Senior Customer Support Associate-Phone Support

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:

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.

WHAT YOULL 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)

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