Premier Support Specialist

Conversion Capital; New York (NY); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Generous PTO and holidays

401(k) retirement plan with company match

Monthly wellness stipend

Job summary

Conversion Capital is looking for a Premier Support Specialist to manage customer escalations and provide technical support for our diverse client portfolio. You'll ensure excellent client relations and issue resolution while maintaining awareness of product updates. This role requires strong customer-facing skills and the ability to work with large organizations.

The ideal candidate has 2-4 years of experience in a similar role and a robust technical aptitude. Compensation includes a base salary range of $80,000 - $90,000, bonus eligibility, and equity options.

Qualifications

• 2-4 years of experience in a customer-facing role.
• Proven collaboration with Engineering and Product teams.
• Ability to manage relationships with enterprise clients.
• Technical aptitude to acquire product expertise rapidly.
• Experience in project management and troubleshooting customer issues.

Responsibilities

• Serve as the primary contact for customer support escalations.
• Monitor and report on account support KPIs.
• Manage high-priority client support cases.
• Oversee execution of support-led client projects.
• Maintain knowledge of Blend release and feature updates.

Skills

Customer-facing skills

Technical aptitude

Project management

Presentation skills

Problem solving

Job description

Premier Support Specialist

United States

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.

Responsibilities

• Serve as the primary point of contact for customer escalations and support experience across a diverse portfolio of clients, ranging from Independent Mortgage Banks and medium to large‑sized banks and credit unions to top‑tier banking and lending institutions in the United States.
• Participate in weekly meetings and quarterly business reviews with clients.
• Monitor and report on account support Key Performance Indicators (KPIs) and recommend end‑user training opportunities within the client organization on a monthly basis.
• Ensure transparent communication regarding outstanding bugs, feature requests, and support requests to both internal and external client stakeholders.
• Manage high‑priority client support cases and collaborate with Blend Engineering/Product Management teams to achieve resolution.
• Act as the designated contact for client escalations pertaining to high‑priority issues.
• Oversee project management and execution of ongoing support‑led client projects.
• Direct client‑facing outage communications.
• Demonstrate proficiency in managing client relationships and delivering sustained support for technical support‑led projects with minimal supervisory intervention.
• Develop expertise in the assigned clients’ technology stacks that integrate with Blend.
• Maintain current knowledge of Blend release and feature updates.
• Guarantee adherence to agreed‑upon Service Level Agreements (SLAs) for responding to client tickets.
• Address support tickets for assigned clients.
• Contribute to customer retention and enhance customer satisfaction.

Requirements

• Minimum of 2‑4 years of experience in a customer‑facing role, such as technical support, support engineering, sales engineering, technical account management, or customer success.
• Proven experience collaborating closely with Engineering and Product teams to resolve production bugs.
• Demonstrated strong customer‑facing skills and experience managing relationships with large enterprise clients, including multi‑billion dollar organizations.
• Possesses a robust technical aptitude and the capacity to rapidly acquire comprehensive product expertise.
• Subject matter expertise or the ability to achieve rapid subject matter expertise in the Loan Origination process, software troubleshooting, and web technologies.
• Knowledge and proficiency in supporting developers utilizing Blend’s RESTful APIs.
• Experience in project management, including tracking statuses and deliverables to completion.
• Ability to assess, troubleshoot, and resolve customer issues, as well as implement solutions directly within client production environments.
• Willingness to accommodate flexible schedules, which may include evenings, weekends, and holidays.
• Ability to effectively de‑escalate and resolve challenging situations.
• Proficient presentation skills.
• Capacity to present and communicate concepts to both internal and external stakeholders at the VP level.
• Experience in initiatives aimed at reducing customer churn.

Compensation

• Base Salary Range: $80,000 – $90,000 (full‑time hires; final offer determined by multiple factors).
• Bonus (if applicable): Eligibility is contingent upon company performance against established goals and achievement of individual performance objectives.
• Equity: Meaningful Restricted Stock Units in public company stock (NYSE: BLND) to share in Blend’s long‑term growth and success.

Our Benefits At a Glance

Health & Wellbeing

• Medical, dental, and vision benefits with generous employer contribution.
• Company‑paid life, short‑term, and long‑term disability coverage.
• Generous PTO, holidays, and maternity/parental leave.
• Employee Assistance Program (EAP): mental health, legal, childcare & eldercare, financial planning, college search, and more.
• Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal insurance.
• Monthly wellness stipend for fitness, mental health, and well‑being.
• Additional perks: Milk Stork, pet insurance, and paid volunteer time off.

Growth & Future

• 401(k) retirement plan with company match.
• Pre‑tax savings: healthcare & dependent care FSAs, Limited Purpose FSA, and HSA.

Blend is an equal opportunity employer that values diversity, inclusion and belonging. In order to meet regulatory reporting requirements and to measure the efficacy of our efforts to build a diverse workforce, we ask that you answer the following questions. These questions are voluntary and anonymous, and have no bearing on any employment decisions.

Race/Ethnicity: Please select one of the descriptions below corresponding to the ethnic group with which you identify.

Gender Identity: What is your gender identity?

Are you a U.S. veteran?

Do you consider yourself a member of the Lesbian, Gay, Bisexual, Transgender and/or Queer (LGBTQ) community?