Support Manager
What we're doing:
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.
Who we are:
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.
And, we're not alone.
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!
Who you are:
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.
About the role:
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-coach—balancing hands-on work with leadership responsibilities—and 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 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!
Who you are
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 and Perks
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!
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.
About the job
Apply for this position
Support Manager
What we're doing:
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.
Who we are:
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.
And, we're not alone.
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!
Who you are:
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.
About the role:
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-coach—balancing hands-on work with leadership responsibilities—and 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 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!
Who you are
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 and Perks
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!
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.