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.
Blend is growing our Support team to work closely with our customers to maintain fully-functional, high-performing production environments. Support is a highly valued team at Blend, because we will only be successful if our customers are successful. We are looking for an exceptional person to join this team – someone who regularly goes above and beyond to provide the best possible service and relevant solutions to our clients. If you join us, you’ll be part of a highly capable, tightly-knit Support team that is ridiculously good at providing world-class service.
*This is a full time position with a 6 month probationary contract to start.
How you'll contribute:
Your daily tasks may include:
Resolve Tier 1 and 2 incoming issues via email, chat and phone and occasional live troubleshooting sessions via zoom
Translate technical speak and troubleshoot steps into approachable and appropriate layman's terms for internal and external stakeholders
Proactively communicate expectations and deadlines with accuracy and care to keep internal and external stakeholders aligned
Assist clients with urgent needs and help usher them to the best solutions across our platform and business
Help translate customer feedback into specific product requirements to advocate internally for improvements
Once you're a Blend product expert, you will have the opportunity to:
Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues.
Actively maintain the highest level of technical expertise by learning Blend technologies through internal and external opportunities and self-study.
Assist with Premier Support - develop in-depth knowledge of a specific client’s technical environment, business objectives, goals and support challenges by leading weekly stakeholder meetings
Learn and develop highly technical skills related to Postman APIs and SAML SSO issues
Act as an escalation point for customers and escalate key issues internally for resolution
Author knowledge base articles for internal and external use
Work on various cross-departmental projects
Who you are:
Excellent communication skills in various mediums, and to different audiences
Ability to understand and troubleshoot complex issues to find root cause and multiple potential solutions
Experience with a support ticket system – Zendesk or Salesforce is preferred
Experience articulating technical solutions and how they can solve client business problems to both technical and non-technical audiences.
A detailed, organized and results-oriented mindset
Ability to act in a responsive and sensitive manner to all customer inquiries
Superb phone, chat, zoom and email etiquette
Ability to think outside of the box and find creative ways to solve problems
A work style that’s self-directed; you can work autonomously and as part of a team
Flexibility – you can work weekends and holidays as needed based on business demands
Ability to improvise and pivot plans rapidly when new information is being presented
Bonus Points!
1+ years’ experience supporting an enterprise SaaS solution
Bachelor’s degree
Prior experience at a fast-growing startup
Experience building and running API calls
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 office set up, internet, and meals
Company-wide mental health days
Weekly remote all hands
Up to 15 days accrued vacation per year
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.
