Product Support Manager

Summary

Join Better Home & Finance Holding Company as their Product Support Manager and lead a team providing top-notch support for internal users of their proprietary loan origination system. You will set and maintain KPIs, deliver exceptional service, collaborate with cross-functional teams, assist in mitigating critical bugs, regularly escalate issues, and propose process improvements. The role requires 4-6+ years of experience, including 2-3 years in a leadership capacity, strong technical product support experience, and familiarity with various software platforms. Mortgage industry experience and adaptability are also needed. Better offers comprehensive benefits, including a $0 medical plan premium, flexible PTO, mental health support, fertility and family care benefits, dependent care benefits, and discount programs.

Requirements

• 4-6+ years of experience, including 2-3in a leadership capacity, for strong technical product support teams or similar
• Prior experience in utilizing various support-based and support adjacent software platforms such as Jira Service Management, Confluence, Datadog, Observe, Lucidchart, Looker, Microsoft 365,etc
• Demonstrate strong technical acumen, attention to detail, and dedication to solving complex problems
• Exhibit excellent communication skills and experience engaging with a diverse range of stakeholders - you care about people and are passionate about helping others!
• Experience in the mortgage industry
• Experience changing and adapting processes in an iterative environment
• Highly motivated with a strong work ethic and good judgement

Responsibilities

• Lead a team of Product Support Specialists in supporting the internal stakeholders in navigating and utilizing Better’s proprietary loan origination system
• Set, track, and maintain key performance indicators (KPIs) and other metrics for the Product Support team
• Deliver exceptional service and support, demonstrating empathy and ownership, and communicate technical issues to users in an understandable manner
• Collaborate cross-functionally with multiple teams across the organization (primarily product and engineering);you’ll serve as a point of escalation, investigate and troubleshoot various product-level topics, and actively partner with stakeholder teams to solve impactful problems and improve workflows
• Assist in detecting and mitigating critical bugs and/or incidents in coordination with key stakeholders
• Regularly escalate bugs and similar issues to our product and engineering teams using extensive troubleshooting and pattern recommendation
• Propose and execute improvements to our processes, products, and knowledge base resources via a data-driven approach
• Continuously mentor and professionally develop other members of the support team in addition to facilitating annual performance reviews

Benefits

• Benefits eligibility effective DAY ONE
• $0 medical plan premium offering coverage nationwide paired with our Health Savings Account that includes an employer contribution (*Additional Medical, dental, vision plan options also all with nationwide coverage)
• Flexible PTO
• Immediate virtual mental health support by licensed therapists for our employees and their eligible dependents age 6 and up! First few visits at no cost to you!
• Personalized care for every fertility and family care journey for our employees and their partner!
• Dependent care benefits (i.e. childcare and/or elder care costs) include a company match
• Discount programs and perks including pet Insurance!