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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
Top Skills
What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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SoFi Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
