BlueVine

Headquartered in Redwood City, CA, BlueVine has raised $102.5M and is backed by top investors, including Menlo Ventures, Lightspeed Ventures, Citi Ventures, SVB Financial, Nationwide Insurance, and M12.. Sr. Manager, Customer Support Operations and Infrastructure will need to have a superior understanding of the offerings and opportunities that lie within Salesforce, and how we leverage their tools to create a streamlined engagement layer/CRM. BlueVine is also looking to adopt best-in-class tools including but not limited to, an omni-channel provider, a case management tool, a quality management solution and workforce management tool.. This is not a fully remote role.. Cross-org consultant with industry leading knowledge across all critical platforms (telephony/IVR, case mgmt, WFM, QA, proprietary in-house platform). Examples include Salesforce/Salesforce Service Desk, Amazon Connect, Live Chat/Digital Assistant Software, Zendesk, Galileo, FIS, Quality Management tool, Workforce Management tool, & Knowledge Management tool

manager customer support

**Sr. Manager, Customer Support Operations and Infrastructure**at BlueVine Redwood City, CA BlueVine is a high-growth fintech company empowering small businesses with innovative banking designed for their needs. We combine industry-leading technology and security with our team's expertise and care to provide best-in-class financing and lending products to power business growth at every stage of the journey. To date, we've supported over 87,000 small business owners with our core financial service products and more than 300,000 small business owners through the Paycheck Protection Program (PPP). Headquartered in Redwood City, CA, BlueVine has raised $102.5M and is backed by top investors, including Menlo Ventures, Lightspeed Ventures, Citi Ventures, SVB Financial, Nationwide Insurance, and M12. For more information, check out our . Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long. Join us as we build a brighter financial future for small businesses. **ABOUT THE ROLE**BlueVine is looking for a Sr. Manager, Customer Support Operations and Infrastructure who will partner with the business (Customer Support, Product, R&D, Information Security, Legal/Compliance and others) to translate our business needs into an enterprise technological vision. This role will be expected to identify and implement the information, services and products needed to design and deliver an industry leading customer experience. Sr. Manager, Customer Support Operations and Infrastructure will need to have a superior understanding of the offerings and opportunities that lie within Salesforce, and how we leverage their tools to create a streamlined engagement layer/CRM. BlueVine is also looking to adopt best-in-class tools including but not limited to, an omni-channel provider, a case management tool, a quality management solution and workforce management tool. We will rely on this role to build a vision of how we seamlessly connect all tools to deliver against both our long-term employee and customer experience strategy. This role will also examine the current systems architecture, and recommend solutions that result in more effective systems. In addition, this role will need to be well versed in scaling Customer Success operations, as it pertains to driving operational efficiency and identifying opportunities for cost reduction. You will be expected to partner with business owners to scope project requirements, use cases and opportunities. Ideally this person will have direct experience in developing case management solutions and 360 customer views for a contact center, back office and sales team. The CS organization is expanding rapidly as BlueVine expands their Banking Product offerings and other services with an expectation to grow the client base by over 5X over the course of next year. The ideal candidate will need to be comfortable with extreme ownership and working in a rapidly changing environment. We are looking for someone who is energetic, self-motivated, and ready to step up to the challenge of helping build an organization that is crucial to our business and the small business owners. ***This is not a fully remote role.*** *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 will reopen in accordance with local guidelines, and will follow a hybrid model.* **WHAT YOU'LL DO*** Responsible for creating our future-proof tech strategy and continually assessing organizational needs and determining what technology is needed to support it + Including how the tech strategy will be maintained * Cross-org consultant with industry leading knowledge across all critical platforms (telephony/IVR, case mgmt, WFM, QA, proprietary in-house platform) + Understanding and mitigating the risk in third-party platforms * Define a procedure and process to ensure solution delivery * Partner with Information Security, Legal & Compliance to ensure solutions conform to security and privacy requirements * Develop a deep understanding of current systems, workflows, pain points to ensure tech tools are designed to meet end user needs, intuitive/easy to learn and ensures high adoption rates * Identify opportunities to create value (ROI, organization efficiency & effectiveness + Develop robust reporting and analytics to measure and monitor tech strategy effectiveness and ensure business outcomes are met and where possible, exceeded * Administer & manage infrastructure, budget & vendor contracts/relationships * Build documentation and process flows for new and existing processes utilizing tools such as lucid charts * Be the primary owner & administrator of all CS Platforms and Tools * Partner with Product & Customer Success to provide input into product prioritization, platform and tool integrations * Project manage the design and rollout of new support channels and service offerings * **Identify and resolve obstacles that implement the ability for the teams to deliver high levels of servic e** **WHAT WE LOOK FOR*** 5 years in defining enterprise architecture and strategy for a Financial/Fintech company supporting contact center and sales organizations * 2-3 years of project management and process improvement experience * In depth knowledge of CS tools & platforms. Examples include Salesforce/Salesforce Service Desk, Amazon Connect, Live Chat/Digital Assistant Software, Zendesk, Galileo, FIS, Quality Management tool, Workforce Management tool, & Knowledge Management tool * Expert-level in technological infrastructure and cloud development * Expert-level ability to influence and affect change at all levels of the organization * Shift seamlessly between the role of player and coach as the organization grows * Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry * Certificate in IT architecture preferred * BA Degree or equivalent experience **Benefits & Perks:*** Receive over $1,000 annually for a wellness benefit of your choice* Monthly WFH Stipend * Generous PTO and holidays* Excellent health coverage and life insurance benefits* Generous, paid parental leave which covers up to 15 weeks* 401K with an immediate 3% company match**Once We Return to Office:*** Free commuter benefits - CalTrain passes for SF employees and a monthly parking allowance * Weekly catered lunches* Unlimited snacks in fully stocked kitchens* Pet-friendly HQ. **Voluntary Self-Identification**For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in BlueVines Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Gender Gender Please identify your race Please identify your race Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to

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