Posted at: 14 August

Product Support Manager

Company

Better

Better is a fintech company specializing in digital mortgage solutions, headquartered in the US, focused on making home finance faster and more accessible for individual homebuyers.

Job Type

Full-time

Allowed Applicant Locations

Georgia, Worldwide

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Job Description

Product Support Manager

Remote
Product – Product Support /
Regular /
Remote
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Better is reimagining home finance and making it faster, cheaper, and easier for everyone to become a homeowner. We leverage creative technology and innovation to make the home buying journey more approachable and understandable and home finance more affordable and accessible. Here are some interesting facts to help you get to know Better:

- We’ve funded over $100 billion in loans for our customers, more than any other fintech
- Yahoo! Finance - Best Mortgage Lender for First Time Homebuyers of January 2025: Best lender for quick approval
- Yahoo! Finance - Best Mortgage Lenders of 2025: Best online mortgage lender 
- Fintech Breakthrough Award: Best Lending Innovation Award 
- Money Magazine - 8 Best Mortgage Lenders of 2025: Best for fast closing
- We are Forbes’ Best Online Mortgage Lender for 2023
- We have raised over $1.2 billion in equity capital to transform the mortgage industry, the largest financial asset class in the world

We are a place where smart, hungry, ambitious people who want to recognize their full potential thrive. 

A Better Opportunity

Better seeks a talented and driven individual to lead the Product Support team as the Product Support Manager. In this position, you will be maintaining and growing a team that provides top-notch support forthe internal users of our proprietary loan origination system. You are a great match for this role if you thrive in helping others, are driven by problem solving and improving workflows, and excel at supporting those around you – coworkers and customers alike! 

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. 

Qualifications

    • 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. 
Company Benefits 

We are thrilled to offer all our full-time employees the following benefit offerings:

- 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!

The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided.

Disclaimer  

Better Home & Finance Holding Company is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. Better will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.
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