Join Blossom!
We are a U.S.-based company with over 20 years of experience dedicated to enhancing the satisfaction of credit unions and their members. We are committed to developing simpler and more innovative financial services that assist credit unions in serving their current members and attracting new ones. We are building the next-generation technology layer for credit unions.
www.blossom.net
We are seeking a Digital Banking Support Supervisor to join our growing team. If you’re passionate about leading support teams, guiding clients through new feature releases, and taking charge when critical issues arise, we want to hear from you. In this role, you’ll supervise our Digital Tier 1 Client Support Specialists, serve as the technical expert for our online and mobile banking platforms, and partner with Product, Development, and QA to deliver a seamless experience for the credit unions and banks we serve.
Job Summary
The Digital Banking Lead is the primary technical expert for our digital banking platform, including online banking, mobile banking, and their integrations with the core system and third-party vendors. This role leads pilot feature releases with key clients, directs the response to high-severity incidents, and mentors the Digital Banking Support team. The Lead works cross-functionally with Product, Development, and QA to ensure the support team is prepared, clients are well served, and every release is delivered with quality.
Supervisory Responsibilities
- 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
Duties and Responsibilities
- 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
- Direct troubleshooting for login, authentication, bill pay, transfers, mobile app, and integration issues using SQL, logs, and API responses
- 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
Required Experience
- 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
Skills and Abilities
- 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
Perks
- 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 Now!
4-7 years technical support experience, 2-3 years in digital banking/fintech/core banking; experience with online/mobile banking, authentication, bill pay, ACH, integrations; SQL, APIs, logs; proven Sev1/Sev2 incident leadership; release management experience.
Key Responsibilities
- supervising support team
- leading incident response
- coordinating feature releases
Skills & Tools
SQL, APIs
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Colombia
- Languages: English
Benefits
- Generous paid time off
- Tuition reimbursement
About Blossom
A U.S.-based company building next-generation technology for credit unions. — Industry: Information Technology