Director Customer Support

Role - Director Customer SupportExperience - 15+ YearsLocation - BangaloreIndustry - Fintech, Financial Services PreferredKey Requirements:Looking for a Director – Customer Support with strong focus on strategic leadership and transformation.Must have hands-on experience in leading large-scale operations, managing teams of 100+ employees.Proven ability to drive customer experience strategy, optimize performance metrics, and enhance service delivery.Should be adept at stakeholder management, process improvement, and technology enablement to achieve business goals.Job Description:We are seeking a visionary and strategic Director of Customer Support to lead and transform our India-based customer support operations. This highly visible and high-impact role will own the reactive inbound support function, aligning customer service with broader business goals, and directly shaping how we deliver value to our small business customers.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 scale support excellence across multiple product lines..The Role:As the Director of Customer Support, you will:● Lead 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 highperformance 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: You'll 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 You'll 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 datadriven 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.● Bachelor's degree required; advanced degree or relevant certifications (e.g., PMP, Six Sigma) a plus.