Tier 1 Support Manager

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.