Blend Labs Inc.
Tier 1 Support Manager
United States · Contract
Sponsorship not specified$85k-$100kDetected 8 days ago
SQLRESTSalesforceCustomer SupportZendeskPostmanCommunication
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odds of building a lasting career here
47Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level II)66
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~30% per draw at Level II). Good if you win; have a cap-exempt backup on your list.
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About the role
- You'll be a strong people leader, a hands-on technical troubleshooter, and a builder of processes that hold up at scale.
Responsibilities
- 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
- 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
- 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
- Proven experience building processes and driving efficiency across large support teams handling high ticket volumes through multiple channels
Requirements
- Five or more years of experience in technical support or support operations, including three or more years managing people
- 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
- Bachelor's degree or equivalent experience
Nice to have
- 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 with a ticketing platform (Zendesk, Freshdesk or Salesforce preferred)
Skills
- Come do work that matters.
Compensation
- $85,000 - $100,000 (This applies to full time hires.
Benefits
- Monthly wellness stipend for fitness, mental health, and well-being
- 401(k) retirement plan with company match
- Milk Stork, pet insurance, and paid volunteer time off
- Pre-tax savings: healthcare & dependent care FSAs, Limited Purpose FSA, and HSA
- Lead, coach, and grow a team of support specialists and engineers, with retention and engagement as key health indicators
- Manage staffing and scheduling to maintain coverage across multiple shifts
- We offer medical, dental, and vision benefits, with a generous employer contribution that helps keep your medical insurance costs low.
- Company-paid life, short-term, and long-term disability coverage
- Generous PTO, holidays, and maternity/parental leave
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This listing is sourced directly from Blend Labs Inc.'s careers page and normalized into a canonical job model.