• As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. • You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. • Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk. • Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules. • Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows. • Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values. • Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day. • Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate. • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.

• Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs. • Deliver exceptional customer service experience and technical support to our clients. • Support our non-engineering teams in using, debugging, and understanding our platform. • Maintain and improve internal product documentation for the client support team. • Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.

• Answers, evaluates and prioritizes service requests received via phone, voicemail, email, etc. specifically related to banking software support. • Logs and tracks all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests • Assists in implementation of new software releases for applications responsible for supporting bank processing • Documents resolutions in a central location for knowledge sharing internally and with customers • Participates on bank conversion/merger/acquisition teams as needed • Assists with Major Projects and Initiatives as assigned • Participates in assessments, project planning and client meetings • Works with third party vendors on behalf of customers • Analyzes and evaluates service requests to identify trends and make recommendations

• Own and resolve the most technically complex, high-priority, and enterprise-critical tickets via email and live screen share for our growing EMEA/APAC customer base, working 3:00 AM - 12:00 PM ET • Independently investigate and diagnose ambiguous or previously unseen technical issues, applying strong root-cause analysis rather than surface-level fixes • Serve as a point of technical escalation for the rest of the support team, including reviewing tricky tickets and helping less experienced agents land on the right resolution path • Determine and implement effective solutions to complex issues, and know when a problem needs to be escalated to Engineering versus being resolved directly • Create and communicate clear, thoughtful action plans to customers, including enterprise stakeholders, in an approachable, confident manner • Partner closely with Engineering, Product, and other internal teams to escalate, track, and resolve complex or systemic issues, building strong cross-functional relationships and pushing for durable fixes • Identify patterns across tickets and proactively flag recurring or emerging issues before they become widespread • Contribute to and help maintain support documentation, internal playbooks, and troubleshooting guides so institutional knowledge doesn't live in one person's head • Mentor and coach newer support agents on troubleshooting technique, tone, and prioritization • Stay current on Yoodli's fast-moving AI platform, proactively seeking out and sharing new product knowledge with the team • Manage time effectively across competing priorities, a fast-paced ticket queue, and mentorship responsibilities