Support Operations Manager (Contactor)

Varo Bank • Charlotte, CA

27d

About The Position

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 won't 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 Decago n , to automate workflows and elevate our customer experience. In 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.

Requirements

• 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 Haves

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

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

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed