Tier 1 Support Manager

Blend

3h•$85,000 - $100,000

About The Position

Blend is seeking a manager to lead and scale its Client Support team, which supports a complex, integration-heavy product, handles high ticket volumes across multiple channels, and maintains a 99% customer satisfaction rating. The role combines people leadership, hands-on technical troubleshooting, and building scalable support processes. It reports to the Head of Support. The manager leads support specialists and engineers; owns operational performance, processes, tooling, metrics, staffing, onboarding, and team development; and acts as a technical escalation point. The role partners with Engineering and Product on production issues and product improvements, helps coordinate incident response and client communications, leads support-operations initiatives, and builds relationships with client stakeholders.

Requirements

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.
Working knowledge of REST APIs and JSON, and tools such as Postman.
Hands-on SQL skills for investigating and troubleshooting data issues.
Experience reading logs and diagnosing issues in SaaS or integration-heavy environments.
Experience working with Engineering and Product to resolve production issues, and 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.
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.

Nice To Haves

Exposure to fintech, mortgage, or loan origination systems (LOS).
Experience with Zendesk, Freshdesk, or Salesforce.

Responsibilities

Lead, coach, and grow a team of support specialists and engineers, using retention and engagement as key indicators of team health.
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 to increase efficiency and consistency across a large, high-volume support organization.
Build and maintain dashboards to track KPIs, surface trends, and drive decisions and change management.
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 responses 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 to scale and optimize Support operations.
Build trusted relationships with client stakeholders on escalations and technical support projects.

Benefits

Medical, dental, and vision benefits, with an employer contribution toward medical insurance costs.
Company-paid life, short-term disability, and long-term disability coverage.
Generous paid time off, holidays, and maternity/parental leave.
Employee Assistance Program covering mental health, legal, childcare and eldercare, financial planning, college search, and more.
Voluntary accident, critical illness, hospital indemnity, identity theft, and legal insurance.
Monthly wellness stipend for fitness, mental health, and well-being.
Milk Stork, pet insurance, and paid volunteer time off.
401(k) retirement plan with company match.
Pre-tax healthcare and dependent care FSAs, Limited Purpose FSA, and HSA.
Eligibility for a performance-based bonus, contingent on company and individual performance.
Meaningful Restricted Stock Units in public company stock.