Tier 1 Support Manager

Join our growing Client Support team as a Tier 1 Support Manager. In this role, you will lead a high-performing technical team, manage operational performance across multiple channels, and design and improve processes for efficiency. You will also serve as a technical escalation point, partner with Engineering and Product, and manage staffing and scheduling. This position offers comprehensive health benefits, a flexible work schedule, and meaningful equity and 401(k) plan.

Lead, coach, and grow a team of support specialists and engineers, focusing on retention and engagement.

Responsibilities

• Own operational performance across multiple 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.

Requirements

• 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

Pay

USD 85,000 - 100,000