Global Technical Support Manager: AI-Driven Escalations

Swap; Greater London; On-site; GBP 80,000 - 110,000; Full time

Job summary

Swap is seeking a Technical Support Manager to provide senior, cross-product technical leadership within the Support organisation. This role focuses on escalation ownership, operational consistency, and scaling Technical Support (notably in the US) as our product suite and customer base grow.

As the senior technical authority, you’ll champion readiness, standard practices, and collaboration with Product and Engineering, while guiding the team through strategic and hands-on execution across

Qualifications

• Experience leading global technical support teams.
• Proven ability to own high-severity escalations.
• Familiarity with AI-assisted support workflows.

Responsibilities

• Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and increasing scale.
• Act as a senior technical authority across products, setting standards for troubleshooting and escalation quality.
• Partner with Product and Engineering on readiness reviews and support impact for roadmap changes.
• Support a follow-the-sun model, ensuring consistent technical coverage across regions.
• Serve as the primary owner for high-severity, executive escalations across regions and products.
• Define and drive prioritisation frameworks for incidents and escalations.
• Coordinate cross-functionally to ensure fast, durable resolutions and post-incident learning.
• Lead the adoption of AI-driven support workflows to improve routing, triage, and knowledge surfacing.
• Collaborate with Support Operations to design automations that improve speed and consistency.
• Use data to monitor queue health and inform strategic decisions.

Skills

Technical leadership

Cross-functional collaboration

Incident management

AI-driven workflows

Escalation management

Data-driven decisions

Tools

AI copilots

LLM knowledge bases

Support tooling

Job description

Swap is seeking a Technical Support Manager to provide senior, cross-product technical leadership within the Support organisation. This role focuses on escalation ownership, operational consistency, and scaling Technical Support (notably in the US) as our product suite and customer base grow.

As the senior technical authority, you’ll champion readiness, standard practices, and collaboration with Product and Engineering, while guiding the team through strategic and hands-on execution across