Digital Banking Support Supervisor
Job description
Supervises the Digital Tier 1 Client Support Specialists and serves as the primary technical expert for Blossom's online and mobile banking platforms. Leads pilot feature releases, high-severity incidents, and cross-functional work with Product, Development, and QA.
At a glance
- Work mode
- Remote
What you'll do
- Serve as the escalation authority for the Digital Banking Support team
- Provide technical mentorship and guidance to support staff
- Train the support team on new features before each pilot release
- Lead post-incident and post-release reviews
- Contribute to performance feedback for team members
- Lead pilot feature releases with key clients, including readiness checks, UAT and regression testing, go/no-go decisions, and post-release monitoring
- Coordinate release plans and timelines with Product, Development, and QA, and track defects through resolution
- Act as the primary point of contact for key clients during feature releases, gathering feedback and reporting findings to Product
- Train the support team on new features before release and create the supporting documentation, ensuring readiness on day one
- Independently lead Sev1 and Sev2 incidents, including client communication and cross-functional coordination
- Conduct root cause analysis and lead post-mortem documentation for critical incidents
- Meet or exceed 90% of SLA commitments
- Demonstrate proficiency in, and the ability to train others on, at least 70% of digital banking products and features
- Build and maintain a repeatable release and testing process, and drive continuous improvement in documentation and the knowledge base
What we're looking for
- 4–7 years of technical support experience, with at least 2–3 years in digital banking, fintech, or core banking systems
- Experience supporting online and mobile banking platforms
- Experience with authentication, multi-factor authentication (MFA), and user access management
- Experience with bill pay, internal and external transfers, ACH, and payment workflows
- Experience with integrations between digital banking, core systems, and third-party vendors
- Working knowledge of SQL, APIs, and system logs for troubleshooting
- Proven experience leading Sev1 and Sev2 incidents, including root cause analysis and post-mortems
- Proven experience leading software releases or implementations with external clients, including UAT and regression testing
- Experience leading or mentoring a team, either as a direct supervisor or as a technical lead and escalation point
- Ability to lead high-severity incidents with professionalism and composure
- Excellent written and verbal communication, including explaining technical concepts to clients and leadership
- Ability to design and deliver practical training for technical and non-technical audiences
- Strong project coordination skills, with the ability to manage several releases at once
- Strong cross-functional collaboration skills
- Service-oriented mindset with a strong commitment to client advocacy
Your team
Digital Banking Support
Team of Digital Tier 1 Client Support Specialists supervised by this role
Benefits
- 100% Remote work
- Compensation in USD
- Flexible working hours (results-oriented, not time-based)
- Paid time off (PTO)
- Learning & development budget (courses, certifications, events)
- Work with international teams and global products
- High ownership and autonomy in product decisions
- Opportunity to grow into Lead / Head of Product roles
- Access to AI tools and innovation-driven environment
Apply
Direct apply at Blossom
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About Blossom
Building the next-generation technology layer for credit unions
U.S.-based company with over 20 years of experience dedicated to enhancing the satisfaction of credit unions and their members, developing simpler and more innovative financial services that assist credit unions in serving their current members and attracting new ones.
Mission
Enhancing the satisfaction of credit unions and their members through simpler and more innovative financial services
Key facts
- Financial services technology
- U.S.-based company
- Over 20 years of experience
- Building the next-generation technology layer for credit unions