Who is Blueprint?
We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.
What does Blueprint do?
Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.
Why Blueprint?
At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint.
In This Role
You will serve as a frontline operations resource responsible for managing and triaging incoming escalation requests, ensuring they are assigned to the correct internal teams within strict service level agreements (SLAs). Acting as a central coordination point, you will monitor high-volume case queues, make real-time decisions, and partner with internal stakeholders to drive timely and accurate resolution pathways. Your work will directly impact response efficiency, operational flow, and overall service delivery quality.
Responsibilities
Monitor incoming escalation queues in real time and ensure timely triage and assignment of all cases
Assign 100% of cases to the appropriate internal resource within defined SLA targets (typically within 20 minutes or faster)
Analyze case details to determine priority, ownership, and appropriate routing path
Collaborate with internal teams and senior team members when case ownership or routing is unclear
Respond to internal chat and email requests promptly, maintaining high responsiveness standards
Prioritize high-visibility communications, including executive-level escalations
Maintain awareness of queue health, workload distribution, and team availability
Proactively escalate risks or challenges impacting case assignment, including:
High-volume spikes
Resource constraints or availability gaps
Tool or system issues
Support reporting, data tracking, and operational analysis activities
Ensure adherence to operational processes, policies, and SLA commitments
Participate in coverage rotations, including potential weekend or on-call support as needed
Qualifications
2+ years of experience in a customer-facing or service-oriented role (any industry)
Strong decision-making skills with the ability to assess priority, risk, and impact in real time
Excellent written and verbal communication skills in English
Ability to work effectively under pressure in a fast-paced, high-volume environment
Experience coordinating tasks, cases, or requests across multiple teams
Strong organizational skills and attention to detail
Ability to quickly learn processes, tools, and operational workflows
Flexibility to adapt to changing schedules and business needs
Ability to meet standard background/security screening requirements
Preferred Qualifications
Experience with case management, ticket triage, escalation handling, or queue management
Familiarity with service desk, operations coordination, or dispatch environments
Exposure to technical support processes or support management workflows
Experience monitoring SLAs and ensuring compliance in high-volume environments
Background in roles such as:
Service Desk Coordinator
Operations Coordinator
Dispatch or Workforce Coordinator
Ticket/Case Management Specialist
Basic to intermediate knowledge of an additional language (e.g., Portuguese)
Compensation Information
At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary range is $25- $27.40 USD/hourly. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range.
Equal Opportunity Employer
Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.
If you need assistance or a reasonable accommodation to complete the application process, please reach out to:
[email protected]
Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:
Medical, dental, and vision coverage
Flexible Spending Account
401k program
Competitive PTO offerings
Parental Leave
Opportunities for professional growth and development
Location: Remote, Preference for PST Time Zone