Manager, Client Support

San Francisco, New York, Remote Client Support Full-time

Blend helps lenders maximize their digital agility. Our digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. We process more than $3.5 billion in mortgages and consumer loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

The support team is growing and we are looking for a support manager that is going to help us continue to grow and excel. As a client support manager at Blend, you will be leading one the strongest and most respected team at Blend. This support team has won awards for their accomplishments, we currently have a customer satisfaction rating of 99%. We are looking for a support manager who is not only a great people manager, but also capable of leading a diverse team that is providing exceptional support for a very technical product. This role will be reporting up to the current Head of Support. 

How you’ll contribute:

  • Manage and continue to grow the Client Support team while driving the 100% C-Sat score
  • Analyze data and trends to identify product and service opportunities
  • Track and manage performance against Blend SLAs
  • Manage scheduling of the team for coverage across multiple shifts
  • Own the training and mentoring of new hires on the Client Support team
  • Project management and execution of ongoing support projects
  • Need to be/become a subject matter expert of Blend to assist with escalations from the client support team
  • Metrics, KPIs, Change Management
  • Manage the overall health of the team using retention and team happiness as an overall key indicators Lead strategic initiatives that will continue to scale and optimize Support operations
  • Demonstrated ability to efficiently manage client relationships and provide ongoing support for technical support projects
  • Assist with managing product outages

Who you are:

  • 3+ years of leadership experience
  • Knowledge of support best practices
  • Experience working closely with Engineering and Product teams to resolve bugs in production environments
  • Strong technical aptitude and ability to become a product expert quickly
  • Ability to evaluate, troubleshoot, and resolve customer issues as well as perform fixes directly in client production environments
  • Experience with building dashboards to track and use KPIs to drive change management
  • Strong written and verbal communication skills(Internal/External)
  • Experience with a support ticket system (Zendesk or Salesforce preferred)
  • Bachelor's degree or equivalent experience
  • Ability to work flexible schedules that may include evenings/weekends/holidays

Benefits and Perks:

  • Meaningful equity and a 401(k) plan
  • Comprehensive health benefits
  • Wellness benefits covering a variety of wellness activities, fitness classes, fitness equipment and more
  • Stipends for work from home setup, internet, and meals
  • Company-wide mental health days
  • Weekly remote all hands
  • Flexible work schedule, with open vacation policy
  • 16 weeks of paid parental leave

Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.

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