Support Manager

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November 6

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Vesta

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Finance • Fintech • SaaS

Vesta is a company dedicated to revolutionizing mortgage infrastructure with a data-centric and rules-driven approach. Its platform is designed to lower operational costs, enhance loan quality, and speed up the loan closing process by facilitating parallel workflows across multiple users. Vesta offers a modern, future-proof system with a comprehensive API platform and a wide range of partnerships within the mortgage ecosystem. The company's solutions include automated task management, seamless integration with various partners, and a robust architecture that adapts to new innovations, making it a key player in digitizing the mortgage process for lenders.

11 - 50 employees

Founded 2020

💸 Finance

💳 Fintech

☁️ SaaS

💰 $30M Series A on 2022-01

📋 Description

• manage, mentor, and coach Support Specialists, fostering a culture of curiosity, ownership, and customer empathy • collaborate with the Head of Implementations on hiring, onboarding, and workforce planning as the team expands • define and evolve support workflows, escalation paths, and team processes • engage directly with customers to handle complex or high-priority issues, setting an example for high-quality support and communication • partner with Product and Engineering to triage and prioritize bugs, feature requests, and product feedback • own our help center content—writing and maintaining documentation that helps customers self-serve and get the most out of Vesta • establish and track key support metrics (e.g., response times, resolution rates, CSAT) to measure performance and identify opportunities for improvement • surface insights from customer interactions to Product, Design, and Engineering teams to inform product decisions • identify and drive process improvements that improve both customer satisfaction and team efficiency • be a foundational part of delivering industry-changing software to our customers!

🎯 Requirements

• You are an experienced customer support professional with a passion for helping customers and building high-performing teams. You’ve spent time both resolving customer issues directly and leading others to do the same. • You’re excited to help shape and scale a world-class support function from the ground up, building the processes, metrics, and structure that will enable the team to grow effectively. • You’re comfortable rolling up your sleeves—diving into tickets, troubleshooting integrations, and learning the product—while also thinking strategically about how to make the team more efficient and impactful. • You can communicate comfortably across technical and business contexts, navigating APIs, webhooks, and integrations when needed. • You are data-driven and operationally minded, with an instinct for building structure—help centers, reports, dashboards, and KPIs—that helps a team grow efficiently. • You care deeply about customers’ success and take pride in helping them get value from the product. • You’re excited to partner closely with the Head of Implementations on hiring, onboarding, and developing the team. • As a bonus, you may have experience in or adjacent to the mortgage industry or mortgage technology landscape.

🏖️ Benefits

• Robust medical, vision, & dental coverage (~100% of employee premiums are covered) • 401(K) plan offering • Meaningful parental leave - 16 weeks fully paid for all new parents, birthing & non-birthing parents (applies to adoptions as well!) • Remote-first culture with a hub in San Francisco • Generous Work-From-Anywhere & Wellness Benefits • Monthly Doordash benefits • Open & encouraged flexible time off • Company offsites to get to know the team!