Tier 1 Support Manager, Blend
$85-100k
+ Equity
Digital lending platform
Be an early applicant
Digital lending platform
501-1000 employees
Be an early applicant
$85-100k
+ Equity
501-1000 employees
Company mission
To provide better lending for everyone, streamlining the end-to-end customer journey for banking products.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Nowadays, the vast majority of housing deals are done online. This is possible because of companies like Blend, a digital banking platform out to simplify the mortgage process.
Blend is used by major banks and financial institutions to offer mortgages and consumer loans. It has proved popular thus far, although its success continues to be tied to interest rates and the housing market, which means a few bumps in the road are inevitable.
That being said, in 2023 the company set out a "path to profitability" that took this into account. From reports on revenue and growth, it seems Blend is holding steady to this plan, which suggests a strong future for the company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2021
$300m
SERIES G
Aug 2020
$75m
SERIES F
Total funding: $665m
Company benefits
- Comprehensive health benefits
- Wellness program that covers a variety of activities, gym memberships, and more
- Partnerships to support all of life’s milestones: Origin Financial Wellness, Compsych Employee Assistance Program, RocketLawyer Legal Plan, and more
- Various leave programs including 16 weeks of paid parental leave with no tenure requirement
- Thoughtful, regular performance reviews
- Support for workshops and lectures to develop your craft
- Meaningful equity and 401(k) plan
- “Employee-first” environment, where most employees can work wherever they choose
- Flexible work schedule
- Open vacation policy
Company HQ
Chinatown, San Francisco, CA
Leadership
Nima Ghamsari
(Founder & Head)They studied Computer Science at Harvard before working for 4 years in Business Development and Engineering at Palantir Technologies.
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