Associate Manager, Member Technical Support

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