We are 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.

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 global team shares one mission: to give small businesses the financial tools they need to succeed.

About the Role

We are seeking a Senior Manager of Customer Support (India) to co-lead our India-based support operations as a critical part of our global customer support model.

This is a high-impact, execution-focused leadership role responsible for owning performance across assigned channels and teams, driving day-to-day operational excellence, and ensuring consistent delivery aligned with global processes and standards.

This role is best suited for a leader who thrives in owning outcomes, leading through managers, and executing with consistency and focus in a fast-paced, metrics-driven environment.

Why This Role is Exciting

- Direct Business Impact: Your teams directly impact customer experience, retention, and operational outcomes

- High Visibility: Work closely with U.S. leadership and cross-functional partners

- Operational Ownership: Lead execution across key channels and workflows, with clear ownership of performance outcomes

- Path to Broader Impact: After helping stabilize operations, contribute to cross-functional improvements and global initiatives

- This role reports to the VP of Customer Support (U.S.) and partners closely with other leaders at the site in India.

Role Overview: Two-Phase Opportunity

Phase 1: Stabilize & Standardize

- Drive consistent execution across teams and channels

- Ensure adherence to existing and future processes and policies

- Strengthen frontline leadership and accountability

- Improve performance across core operational metrics

- Identify and address gaps in workflows and execution

Phase 2: Scale & Influence

- Improve cross-functional workflows and customer experience

- Contribute to operational improvements across geographies

- Support scalable processes and team development

What You'll Do

Core Accountability

- Lead a team of at least two frontline leaders (managers) in India, with full accountability for their performance and team outcomes

- Own performance across your teams and assigned domains

- Ensure strong execution and consistency across all operational metrics

Operational Execution

Drive performance across (not exhaustive):

- Process and policy adherence

- CSAT, NPS, complaints

- Quality (QA)

- Productivity (contacts per day, backlog, response time)

- Channel SLAs (chat, email, voice)

- Attendance and shrinkage

- Maintain strong daily and weekly inspection routines

- Ensure performance issues are identified and addressed quickly

Customer Experience & Performance

Phone and Digital Support Experience Required

You will focus on driving performance and industry leading customer experiences across our Phone and Digital Support (Chat & Email) channels. You must ensure that all performance metrics are met or exceeded. Example metrics include (but are not limited to):

- SLA adherence

- CSAT and overall customer experience

- QA and productivity metrics

Specialist Development

- Own strategic development programs for specialists (e.g., structured programs such as SMART goals)

- Identify trends in performance and skill gaps

- Partner with Training and the Director to deliver targeted improvements

Alignment & Governance

- Execute direction from U.S. leadership with strong alignment and consistency

- Seek clarification before making changes

- Ensure no variation across teams or processes

- Escalate issues rather than independently modifying processes

Schedule & Work Expectations (Non-Negotiable)

- Shift: 8:30 PM IST - 5:30 AM IST, designed to provide mid-shift coverage with a focus on supporting closing hours and ensuring operational continuity

- 5 days/week in-office presence required

- Flexibility is expected to adjust working hours based on business needs, critical initiatives, or leadership engagement.

- Expected to maintain strong on-site leadership presence

What We're Looking For

Experience & Scope

- X years in customer support / operations leadership

- 5+ years managing teams in SLA-driven environments (fintech, banking, BPO, or similar)

- Experience leading frontline managers and multi-layer teams

- Experience working in India-based support operations

Operational Excellence

- Strong ownership of performance and core support metrics (CSAT, QA, SLAs, productivity, backlog)

- Experience in high-volume, metrics-driven environments

- Familiarity with contact center tools and CRM systems

Leadership & Communication

- Proven ability to lead through managers and drive accountability

- Strong communicator across geographies, including U.S.-based stakeholders

Approach & Mindset

- Execution-focused with strong attention to consistency and detail

- Comfortable operating within defined frameworks

- Seeks to understand before making changes

- Practical, data-driven decision maker

Education

- Advanced degree or relevant certifications (e.g., Six Sigma) a plus

Benefits & Perks

- Excellent group health coverage and life insurance

- Stock options

- In-office work model

- Meal allowance

- Transportation assistance (terms apply)

- Generous PTO and holidays

- Mental health benefits

- Financial advisory services

- Learning and development opportunities

- Community volunteering opportunities