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# Tier 1 Support Manager

- **Company:** ONE STOP COLLECTIBLE CORP
- **Location:** United States
- **Experience:** Experienced
- **Salary:** $85,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Software as a Service, JSON, Salesforce.Com, SQL Databases, Postman, Restful APIs, Zendesk
- **Published:** October 15, 2026
- **Apply:** https://startup.jobs/tier-1-support-manager-blend-10456426

## About the Role

* Five or more years of experience in technical support or support operations, including three or more years managing people
 * Proven experience building processes and driving efficiency across large support teams handling high ticket volumes through multiple channels
 * 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 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
 * 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
 * Bachelor's degree or equivalent experience
 * Ability to work flexible schedules, which may include evenings, weekends, and holidays

## Description

Our Client Support team is growing, and we're looking for a manager who can lead a high-performing technical team and scale how it works. This team supports a complex, integration-heavy product, handles a high volume of tickets across multiple channels, and holds a 99% customer satisfaction rating.

You'll be a strong people leader, a hands-on technical troubleshooter, and a builder of processes that hold up at scale. This role reports to the Head of Support.

What you'll do

 * Lead, coach, and grow a team of support specialists and engineers, with retention and engagement as key health indicators
 * Own operational performance across email, phone, chat, and portal 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
 * Build and maintain dashboards that track KPIs, surface trends, and drive decisions and change management
 * Serve as a technical escalation point: troubleshoot API and integration issues, query data with SQL, review logs, and reproduce issues before engaging Engineering
 * Partner with Engineering and Product to prioritize, triage, and resolve production bugs, and translate support trends into product improvements
 * Help lead the response to incidents and outages, including internal coordination and client communication
 * Manage staffing and scheduling to maintain coverage across multiple shifts
 * Own onboarding, training, and ongoing skill development for the team
 * Lead projects and strategic initiatives that scale and optimize Support operations
 * Build trusted relationships with client stakeholders on escalations and technical support projects