Support Manager

Support Manager

Owning a home is a foundational part of building financial security and wealth in America. However, the tools and technology that support homeownership are antiquated, dependent on things like fax machines, handwritten documentation, and hours of manual review. We're here to change it. Vesta is the next-generation system of record to power the multi-trillion mortgage market. We believe that we are overdue for a core transformation that in order to build a fully automated process and fully digital customer journeys, lenders will have to adopt a system of record platform that is modern, open, and orchestrated by best-in-class software workflows.

Our founding team is no stranger to the complexities of the financial industry. As early employees at Blend, they spent years together focused on creating modern cloud infrastructure for banks. Now, with Vesta, they are transforming the mortgage industry by creating the most flexible, open and automated origination experience, benefiting financial institutions and their customers.

We've raised $55M from top tier investors, including Andreessen Horowitz, Bain Capital Ventures, Conversion Capital, Zigg Capital, and Index Ventures. We believe that our team is our greatest competitive advantage and take pride in having a team of exceptional humans. As a team, we value humility, empathy, self-awareness, and an orientation towards action. If this sounds like you and you're excited by the idea of getting in at the ground level to be part of building the infrastructure that will power the future of the finance industry, we would love to hear from you!

You are comfortable learning and working with software tools, and you are willing to dive in to the details of how our system interacts with other software providers. You are comfortable navigating APIs, webhooks, and XML, and you aren't afraid to learn more. You are passionate about solving customer problems in order to help them achieve their goals. You can deeply empathize with user pain points and questions (perhaps because you've experienced them before yourself). You are curious, persistent, and like problem-solving! You like to get to the "why" and won't stop until you figure it out. Complex problems are your favorite, and you're willing to dig deep to get to a solution. You're looking to join an early-stage team to build something BIG, something industry-changing, and you're excited about being part of that quickly-moving, fast-growing journey. As a bonus, you might have some experience working within or around the mortgage industry, navigating and working with mortgage technology systems, ideally on the business process, or technical / IT side.

As our first Support Manager at Vesta, you'll play a key role in building and leading our support function. You'll start as a player-coachbalancing hands-on work with leadership responsibilitiesand evolve into a people manager as the team grows. You'll partner closely with the Head of Implementations & Support to deliver exceptional customer experiences, establish scalable systems, and turn customer insights into product improvements.

In this role, you can expect to :

• 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 contentwriting 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!

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 sleevesdiving into tickets, troubleshooting integrations, and learning the productwhile 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 structurehelp centers, reports, dashboards, and KPIsthat 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 and perks include :

Our cash compensation amount for this role is targeted at $115,000 - $150,000 / yr. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above. At Vesta, we believe that the only way we can tackle the challenging problems in front of us is by having diverse perspectives and an environment that promotes inclusivity. We're committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. As part of our onboarding process, we participate in the E-Verify program.