Client Support

San Francisco
Services
Full-time

At Blend, we’re dedicated to improving lending. We’re an enterprise technology company, but our product affects the most important purchase most people will make in their lifetime—their home. For homebuyers, our product means a clear, guided path to a new home. For lenders, it means modern, easy-to-use tools that let employees spend their time helping customers, rather than on repetitive, manual tasks. By aligning and modernizing this archaic industry, we believe everybody wins.

We need someone who’s driven to solve hard problems—the harder the better. We’re motivated by the fact that our product won’t just affect the lives of a few people in the Bay Area—it affects people all over America, not to mention a foundational part of the U.S. economy. Founded in 2012 by former Palantir leaders, we’re currently backed by Founders Fund, Andreessen Horowitz and other prominent investors.

Blend is building a Client Support team to work closely with our customers to maintain fully-functional, high-performing production environments. Support is highly valued at Blend because we will only be successful if our customers are successful. Support team members will utilize strong technical and diagnostic skills as well as impeccable communication skills to lead calls with customers, respond to production issues, work on Tier 2 and 3 fixes, perform technical troubleshooting, and more. The successful candidate for this role will be highly resourceful at responding to and managing customer issues in a timely manner, and developing and maintaining strong professional relationships across the Blend team. You’ll utilize a high degree of independence, ownership and responsibility for our customers’ success. 

RESPONSIBILITIES

    • Provide outstanding support to Blend customers through web-based, phone and email channels
    • Effectively communicate basic tips, instructions and work-arounds to Blend customers to help resolve issues
    • Perform Tier 1-4 troubleshooting and fixes in web-based production environments as needed
    • Work closely with Engineering team to document, replicate and resolve bugs in production environments
    • Gather feedback from end users to help drive product improvements
    • Utilize strong documentation and communication skills to triage, escalate and reproduce issues for Product, Services and Engineering teams
    • Document customer feature requests and bugs while contributing to our growing knowledge base
    • Work closely with Lead Support Engineer to grow and mentor the Support team
    • Author FAQ/Knowledgebase articles for internal and external use
    • Assist with inter-departmental projects as needed such as Quality Assurance of our products

REQUIREMENTS

    • 3+ years' experience in a technical customer support role
    • Experience working closely with Engineering and Product teams to resolve bugs in production environments
    • Strong technical aptitude and ability to become a product expert quickly
    • Ability to evaluate, troubleshoot, and resolve customer issues as well as perform fixes directly in client production environments
    • Strong written communication skills - you can replicate and document issues that need to be escalated
    • Outstanding verbal communication and customer service skills - you genuinely care about our customers and communicate with them in a thoughtful, concise way that's easy to understand
    • Experience with a support ticket system (Zendesk preferred)
    • Prior leadership experience
    • Bachelor's degree required with preference for MIS, Economics, Finance or a similar field
    • Flexibility - ability to work evenings and weekends as needed based on business demands

NICE TO HAVES

    • 1+ years' experience supporting an enterprise Saas solution
    • Prior experience at a fast-growing startup

BENEFITS

    • Meaningful equity at an early stage company
    • Daily catered lunch and dinner, and an endless snack supply
    • Conveniently located in San Francisco's Financial District
    • Top-tier medical, dental, and vision insurance
    • Gym membership
    • Commuter benefits program
    • Wellness program
    • Flexible work hours and vacation time