BlendLabs develops and coordinates premium supplement formulas, white label products, and premixes built on science, compliance, and innovation. Backed by a16z.
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.
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...
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