Job Description

About ShyftOff:

ShyftOff makes contact center ops insanely easy. It's the only agentic workforce delivery platform that manages your human contact center agents for you .

About the Role

As Agent Support you'll own the day-to-day experience of our internal communications platform (think Slack, purpose-built for our agents). You'll be the bridge between real-time agent support, campaign content accuracy, and platform innovation.

You'll partner with Operations to deliver a reliable, data-driven, and scalable agent engagement experience. This spans answering live questions, updating campaign content, moderating discussions, analyzing data, and building automations that reduce friction and improve outcomes.

You'll bring hands-on expertise in platform support and community management, strong data analysis skills (Excel/Sheets, reporting, trend analysis), and a mindset for innovation with AI and automation tools. Most importantly, you'll take ownership of agent experience metrics and be accountable for delivering consistent, measurable improvements.

This role is based onsite in Tampa, FL. 

In this role, you will:

• Act as a first-line presence on the internal platform, answering agent questions, troubleshooting, and moderating discussions.

• Maintain campaign content accuracy and consistency, publishing updates in real time.

• Monitor agent sentiment and confidence to ensure we meet or exceed aNPS targets.

• Lead live quality sessions to reinforce campaign priorities and elevate agent performance.

• Provide Tier 1 technical support and escalate complex issues as needed.

• Pull, analyze, and present reports that identify trends, knowledge gaps, and opportunities.

• Design and implement automations (starting with staffing adjustments) to reduce manual work.

• Explore AI tools to continuously improve platform workflows, speed, and accuracy.

• Collaborate with cross-functional teams to ensure seamless campaign delivery and communication.

• Own platform health, ensuring SLA compliance and consistent user satisfaction.

You might thrive in this role if you have:

• 2–4 years in platform coordination, community engagement, or support operations roles.

• Proven ability to analyze data, build reports, and communicate insights (Excel/Sheets required).

• Experience facilitating live sessions, driving adoption of themes, or moderating online platforms.

• A track record of introducing process improvements or automation that measurably improved outcomes.

• Comfort with Tier 1 technical support and translating complex issues into clear resolutions.

• Curiosity and hands-on experience with AI/automation tools (Zapier, Power Automate, or similar).

• Strong written and verbal communication skills — crisp, confident, and audience-aware.

• A proactive, accountable approach: you own your metrics and deliver results under tight timelines.

• A passion for supporting people and building systems that help them succeed.

Equal Opportunity Employer:

ShyftOff Corp values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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