Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.

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.

How you'll contribute:

Your daily tasks may include:

Resolve Tier 1 and 2 incoming issues via email, chat and occasional live troubleshooting sessions via zoom
Translate technical speak and troubleshooting 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
Continuously build upon and improve personal product knowledge through independent research and collaboration

Once you're a Blend product expert, you will have the opportunity to:

Develop expertise in relevant product areas in order to troubleshoot a diverse range of customer issues
Become a Subject Matter Expert by learning Blend technologies through internal and external opportunities and self-study
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:

A detailed, organized and results-oriented mindset
Excellent communication and soft skills in various mediums and audiences
Ability to understand and troubleshoot complex issues to find root cause and a variety of potential solutions
Experience with a support ticketing 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.
Ability to act in a timely and sensitive manner to all customer inquiries
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
Experience testing and debugging issues prior to escalating to engineering and product
Experience developing expertise in a maturing technical product that rapidly evolves
A strong foundational sense of urgency and ability to prioritize effectively while managing tickets, meetings and projects
Ability to communicate expectations proactively and appropriately to clients

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
Experience in relevant technical tools (Mode, Splunk, Postman)

To comply with local legislation, as well as to provide greater transparency to candidates, we share base pay ranges on all job postings regardless of desired hiring location.

For full time hires, the hiring hourly compensation range for this position is between $24/hr - $31/hr. This role is also bonus eligible. Blend benefits and perks are described below.

Final pay offer amounts will vary depending on multiple factors, including but not limited to function, level, geographic location, job related knowledge, skills, and experience. Base pay will be adjusted for part-time roles to reflect scheduled hours.

Benefits and Perks:

Meaningful equity
401(k) plan with employer matching contribution
Comprehensive health benefits
16 weeks of paid parental leave
Generous vacation policy
Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more

This job is no longer accepting applications

See open jobs at Blend.See open jobs similar to "Product Support Specialist" Initialized Capital.

See more open positions at Blend

Privacy policy Cookie policy