Support Operations Manager (Contactor)

Varo is an entirely new kind of bank. All digital mission-driven FDIC insured and designed for the way our customers live their lives. A bank for all of us.

About the role

We are looking for a Support Operations Manager to own optimize and scale our core contact center technology environment. You wont be managing a team of customer service agents; instead you will be managing the ecosystem that allows our agents to succeed.

This is a pivotal time to join the team: we are currently working on a major project project for next-generation AI customer service technology specifically Decagon to automate workflows and elevate our customer this role you will act as the strategic owner of this rollout alongside our core platform stack (including Zendesk Airtable and cloud telephony) ensuring our workflows are seamless our data is clean and our systems are perfectly aligned with business goals. If you love building efficient processes rolling out cutting-edge tools and turning software into a superpower for frontline teams this role is for you.

Responsibilities

• Perform system administration and configuration with a primary focus on Zendesk ensuring optimal performance and functionality.

• Manage configure and maintain other contact center platforms including Decagon Amazon Connect Airtable and NICE.

• Lead the planning execution and deployment of technology projects from initiation to completion.

• Collaborate with Operations Engineering and other stakeholders to understand business requirements and implement technical solutions.

• Provide administrator-level support and troubleshooting for complex issues across the contact center technology environment.

• Maintain comprehensive system documentation and review online resources to facilitate continuous on-the-job learning.

• Assist with user management permissions and security settings across all supported contact center systems.

• Assist with testing new code deployments across Decagon Amazon Connect Airtable and NICE.

• Assist in keeping the Decagon knowledge base current

Skills & Qualification

• 2 years of proven experience in system administration for a contact center environment.

• Highly self-driven with the ability to lead and manage multiple technical projects independently.

• Strong technical aptitude and ability to quickly learn and master new software systems and platforms through reviewing online documentation.

• Excellent collaboration and communication skills for working effectively with diverse departments.

• Strong problem-solving skills for troubleshooting complex system and integration issues.

• Understanding of contact center workflows and key performance indicators (KPIs)

• Nice to have: Zendesk Decagon Amazon Connect Airtable NICE InContact Experience with other contact center platforms or technologies Microsoft Office Google Suite Banking/fintech/financial services industry

For cash compensation we set standard ranges for all US-based roles based on function level and geographic location benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.

Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds perspectives and skills. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.

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