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Salary: USD 85,000 - 100,000 / annual
Blend is a cloud banking platform used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to process an average of more than $5 billion in loans per day. The company is seeking a Support Manager to lead a high-performing technical support team and scale operations.
In this role, you will lead, coach, and grow a team of support specialists and engineers, with a focus on retention and engagement. You'll own operational performance across email, phone, chat, and portal channels, managing SLAs, backlog, first response, and resolution times. The team currently maintains a 99% customer satisfaction rating and handles high-volume tickets for a complex, integration-heavy product.
Key responsibilities include designing and improving processes, workflows, and tooling to increase efficiency and consistency; building and maintaining dashboards that track KPIs and surface trends; serving as a technical escalation point for API and integration issues; partnering with Engineering and Product to prioritize and resolve production bugs; leading incident and outage response; managing staffing and scheduling across multiple shifts; owning onboarding and training; leading strategic initiatives to optimize support operations; and building trusted relationships with client stakeholders.
You'll be a strong people leader, hands-on technical troubleshooter, and builder of scalable processes. This role reports to the Head of Support.
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
- Strong technical skills: working knowledge of REST APIs, JSON, and tools such as Postman; 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 ability to make fixes directly in client production environments
- Experience with metrics, KPIs, workforce planning, and dashboard or BI tools
- Experience with ticketing platforms (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
