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Associate Manager, Member Technical Support at Sofi
SofiUT - Cottonwood Heights; FL - Jacksonville ·9h ago
ManagerFull-time
Salary Range
$164,560 - $222,640 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an MTS Associate Manager to oversee the Member Technical Support team, managing both phone contacts and ticket completion. This role plays a key part in shaping our members' financial experiences through innovative mobile-first technology.
Key Responsibilities
- →Manage MTS agents and the ticket queue, ensuring daily volume targets and SLAs are met
- →Analyze MTS metrics using statistical methods to make data-driven decisions
- →Review ticket data and reports to identify trends and issues
- →Prepare and present reports to senior management
- →Communicate the status of MTS initiatives and any significant issues
- →Empower agents through tools, knowledge, and coaching
- →Foster a culture of member obsession
Requirements
- ✓Minimum 3 years of management experience
- ✓Background in technical support preferred
- ✓Experience hiring, training, motivating, monitoring, and coaching production teams
- ✓Understanding of workforce and resource management
- ✓Strong supervisory and management skills
- ✓Experience with Excel, Google Sheets, Tableau, and JIRA
- ✓Strong written communication and time management skills
- ✓Ability to adapt quickly to changes and implement new processes
- ✓Some evenings and weekend days required
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