Tier 1 Support Manager

• 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 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

Benefits

• Comprehensive health benefits
• Wellness program that covers a variety of activities, gym memberships, and more
• Partnerships to support all of life’s milestones: Origin Financial Wellness, Compsych Employee Assistance Program, RocketLawyer Legal Plan, and more
• Various leave programs including 16 weeks of paid parental leave with no tenure requirement
• Thoughtful, regular performance reviews
• Support for workshops and lectures to develop your craft
• “Employee-first” environment, where most employees can work wherever they choose
• Flexible work schedule
• Open vacation policy
• Meaningful equity and 401(k) plan

• 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
• Five or more years of experience in technical support or support operations, including three or more years managing people
• Ability to work flexible schedules, which may include evenings, weekends, and holidays
• Bachelor’s degree or equivalent experience
• 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 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
• Proven experience building processes and driving efficiency across large support teams handling high ticket volumes through multiple channels