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Manage the Member Technical Support team handling phone contacts and ticket queues. Maintain SLAs, coach agents, analyze metrics and ticket trends using data, prepare reports for senior management, and work cross-functionally to reduce ticket volume and improve member experience.
Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role:
The MTS Associate Manager is responsible for the oversight of the Member Technical Support team, which includes both phone contacts and ticket completion.
What You’ll Do:
- Management of the MTS agents and the MTS ticket queue:
- Maintain daily ticket volume and ensure SLA’s are met.
- Ensure agents are performing efficiently and with high quality.
- Work with cross-functional teams on current trends in order to reduce ticket volume and increase efficiency.
- Analyze data and reports:
- Use statistical methods to analyze MTS metrics and make data-driven decisions.
- Review ticket data and reports to help identify trends and issues.
- Prepare and present reports to senior management.
- Communicate the status of MTS initiatives and any significant issues.
- Iteration of the program to drive a positive member experience
- Empower agents to tackle issues in real time through access to tools, knowledge and coaching.
- Foster a culture of member obsession
What You’ll Need:
- Minimum 3 years of management experience
- Background in technical support preferred
- Preferred experience hiring, training, motivating, monitoring and coaching teams of production employees
- Understanding of work force and resource management
- Strong supervisory and management skills are required to lead a team of MTS Specialists
- Experience using Excel and Google Sheets
- Experience using Tableau
- Experience with JIRA ticketing system
- Strong written communication skills, time management skills, and professional demeanor
- Ability to adapt quickly to changes and put new processes and procedures in place
- Ability to work independently with minimal or no direction
- Ability to lead meetings and discuss information in a clear and concise manner
- Some evenings and weekend days will be required
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
Top Skills
Excel,Google Sheets,Tableau,Jira
SoFi New York, New York, USA Office
Our New York office, located in the meat-packing district, provides an open work environment and is a hub for our finance teams. Our large conference, flexible work spaces, huddle rooms, and shared community areas allows our teams to openly collaborate while looking at some spectacular views.
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