Tier 1 Support Manager
Blend · United States · $85,000–$100,000 (stated in the posting)
Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.
About the role
Our Client Support team is growing, and we're looking for a manager who can lead a high-performing technical team and scale how it works. This team supports a complex, integration-heavy product, handles a high volume of tickets across multiple channels, and holds a 99% customer satisfaction rating.
You'll be a strong people leader, a hands-on technical troubleshooter, and a builder of processes that hold up at scale. This role reports to the Head of Support.
What you'll do
- Lead, coach, and grow a team of support specialists and engineers, with retention and engagement as key health indicators
- Own operational performance across email, phone, chat, and portal channels, including SLAs, backlog, first response, and resolution times
- Design and improve processes, workflows, and tooling that increase efficiency and consistency across a large, high-volume support organization
- Build and maintain dashboards that track KPIs, surface trends, and drive decisions and change management
- Serve as a technical escalation point: troubleshoot API and integration issues, query data with SQL, review logs, and reproduce issues before engaging Engineering
- Partner with Engineering and Product to prioritize, triage, and resolve production bugs, and translate support trends into product improvements
- Help lead the response to incidents and outages, including internal coordination and client communication
- Manage staffing and scheduling to maintain coverage across multiple shifts
- Own onboarding, training, and ongoing skill development for the team
- Lead projects and strategic initiatives that scale and optimize Support operations
- Build trusted relationships with client stakeholders on escalations and technical support projects
What you bring
- Five or more years of experience in technical support or support operations, including three or more years managing people
- Proven experience building processes and driving efficiency across large support teams handling high ticket volumes through multiple channels
- Strong technical skills, including working knowledge of REST APIs, JSON, and tools such as Postman, plus hands-on SQL for investigating and troubleshooting data issues
- Experience reading logs and diagnosing issues in SaaS or integration-heavy environments; exposure to fintech, mortgage, or loan origination systems (LOS) is a plus
- Experience working with Engineering and Product to resolve production issues, and the ability to make fixes directly in client production environments
- Experience with metrics, KPIs, workforce planning, and dashboard or BI tools
- Experience with a ticketing platform (Zendesk, Freshdesk or Salesforce preferred)
- Clear written and verbal communication with internal teams and clients, including during high-pressure incidents
- Bachelor's degree or equivalent experience
- Ability to work flexible schedules, which may include evenings, weekends, and holidays
Compensation:
- Base Salary Range: $85,000 – $100,000 (This applies to full time hires. Final offer determined by multiple factors, including but not limited to function, level, geographic location, job related knowledge, skills, and experience.)
- Bonus (if applicable): Eligibility is contingent upon both company performance against established goals and achievement of individual performance objectives.
- Equity : Meaningful Restricted Stock Units in public company stock (NYSE: BLND) so you share in Blend’s long-term growth and success.
Our Benefits at a Glance
We offer a comprehensive and competitive benefits package designed to support your health and work-life balance.
Health & Wellbeing
- We offer medical, dental, and vision benefits, with a generous employer contribution that helps keep your medical insurance costs low.
- Company-paid life, short-term, and long-term disability coverage
- Generous PTO, holidays, and maternity/parental leave
- Employee Assistance Program (EAP): mental health, legal, childcare & eldercare, financial planning, college search, and more
- Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal insurance
- Monthly wellness stipend for fitness, mental health, and well-being
- Additional perks: Milk Stork, pet insurance, and paid volunteer time off
Growth & Future
- 401(k) retirement plan with company match
- Pre-tax savings: healthcare & dependent care FSAs, Limited Purpose FSA, and HSA