Senior Customer Support Associate

ABOUT THE ROLE:

At Bluevine, we're proud to be the answer for thousands of small business owners who rely on us every day to equip them with the funds and/or financial solutions they need to achieve their business goals. Are you passionate about helping others and developing solutions that translate into meaningful experiences for customers? Do you thrive working in a continuously evolving and fast paced environment? Do you enjoy working in an innovative, inclusive, diverse, and collaborative environment? If so, Bluevine may be a great fit for you. For more information, check out our LinkedIn Page.

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.

This is a full-time and onsite position. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment.

WHAT YOU'LL 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)

Core Capabilities or Competencies

• You have a passion for helping people and you love making a difference in the lives of others
• You thrive in ambiguous and rapidly changing environments
• Able to clearly and concisely communicate verbally and in writing opportunities, challenges, and resolutions to resolve customer contacts
• Learning things quickly and making swift decisions is nothing new for you
• When it comes to managing difficult conversations, you know how to strike the right balance between listening, asking questions, displaying empathy, and driving toward optimal outcomes
• Problems are welcomed challenges and you enjoy helping others resolve issues and learning new things
• You are one of the most technologically-savvy individuals in your network and you are known for adapting rapidly to changing tools and capabilities
• You are excited about starting a career in a fintech company that obsesses about helping Small Business Owners simplify their finances so they can get back to what matters most to them

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