Bluevine
Financial Services
TeamLead,CustomerSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Team Lead, Customer Support at Bluevine. Skills: Player-Coach role, real-time floor support, monitoring performance, in-the-moment coaching, escalation handling. 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”
What You'll Achieve.
driving real-time execution; driving floor performance; driving team effectiveness; ensuring smooth day-to-day operations; maintaining a high bar for customer experience and professionalism; ensuring service levels and response times are consistently met; maintain coverage and performance; improve specialist quality, efficiency, and customer outcomes; ensure a focused, high-performing work environment; drive consistent execution of operating standards; focus on delivering great customer outcomes
Industry & Context.
identifying risks and taking immediate action; identifying and addressing behaviors that impact productivity, adherence, and overall team performance; Monitor for and address risks to service levels, team engagement, and operational integrity, taking appropriate action in real time
What They're Looking For.
Must Have
3–6+ years of experience in customer support, Proven ability to handle escalations and complex customer scenarios with sound judgment, understanding of support operations, SLAs, and real-time queue management, Demonstrated ability to maintain focus, accountability, and professionalism within a team setting, 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
Nice to Have
preferably in financial services or a regulated environment, Experience providing coaching or peer support in a fast-paced environment
What You'll Do.
Provide real-time floor support across channels (chat
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
and customer outcomes
Maintain a floor presence
proactively identifying and addressing behaviors that impact productivity
and overall team performance
Intervene quickly and consistently to reinforce professional standards and ensure a focused
high-performing work environment
Document and escalate performance
and conduct concerns with clear
and objective detail to frontline leadership
Monitor for and address risks to service levels
and operational integrity
taking appropriate action in real time
Support new hire ramp by reinforcing training
and building agent confidence
Partner with frontline managers to reinforce expectations
and drive consistent execution of operating standards
Complete additional administrative task as assigned by leadership
How You'll Work.
Team & Collaboration
Serve as a critical bridge between agents and leadership; supporting and guiding the broader team; Partner with frontline managers to reinforce expectations, share insights, and drive consistent execution of operating standards; Positive, team-oriented mindset
Communication Scope
Excellent communication skills, including the ability to provide clear, direct, and actionable feedback
Full Job Description
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 fe
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