Customer Solutions and Support

Swooped; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental, and vision coverage

Learning and development reimbursement

Flexible time off

Company mental health days

Job summary

Swooped is seeking a customer support specialist to guide users through digital trust and safety platforms, collaborating with Customer Success, Solutions Engineering, and Engineering teams to resolve inquiries. You will troubleshoot, triage, and document issues with clear, precise communication.

You'll leverage AI tools to provide fast, consistent assistance, learn domain knowledge in fraud, trust, and safety, and escalate complex cases when needed.

Qualifications

• 1–3 years in customer-facing support or help-desk.
• Clear, empathetic written communication under pressure.
• Comfort learning new software and systems quickly.
• Experience using AI/LLM tools for daily tasks.

Responsibilities

• Respond to support tickets across channels with senior teammates when needed.
• Troubleshoot platform issues using docs and escalation paths.
• Keep accurate records of issues and resolutions in tools.
• Route out-of-scope issues to appropriate team.
• Contribute to knowledge base with gaps and updates.
• Build domain knowledge in fraud, digital trust, and safety.

Skills

Excellent written communication

AI/LLM tools experience

Problem-solving

Strong learning agility

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk

Salesforce

APIs & SQL basics

Job description

This role serves as a key point of contact for customers navigating questions and technical issues across digital trust and safety platforms. Working in coordination with Customer Success, Solutions Engineering, and Engineering teams, the position focuses on troubleshooting, triaging, and resolving customer inquiries, while utilizing AI tools to provide fast, consistent support.

Key Responsibilities

• Respond to incoming support tickets and customer questions across support channels, working with senior teammates on complex or unfamiliar inquiries.
• Diagnose and troubleshoot platform issues using documentation and established escalation paths.
• Maintain clear, accurate records of customer issues and resolutions in support tools to ensure continuous context across cases.
• Identify when an issue falls outside immediate scope and route it to the appropriate team or specialist.
• Contribute to the internal knowledge base by identifying documentation gaps and proposing notes or updates.
• Build domain and product knowledge in fraud, digital trust, and safety to resolve issues with increasing independence over time.

Required Qualifications

• 1-3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience
• Strong written communication skills - clear, empathetic, and precise, especially under a frustrated customer's pressure
• Comfortable learning new software tools and systems quickly
• Experience leveraging AI/LLM tools (e.g., ChatGPT, Claude, Cowork) for day-to-day work, and general fluency with AI-assisted workflows
• A genuine curiosity about how things work, and a willingness to ask for help when you need it

Preferred Qualifications

• Bachelor's degree in a relevant field, or equivalent practical experience
• Experience with support ticketing tools (e.g., Zendesk, Salesforce)
• Exposure to SaaS products or basic familiarity with APIs and SQL
• Interest in fraud, payments, or trust & safety

Compensation and Benefits

• 401(k) plan
• Medical, dental, and vision coverage
• Learning and development reimbursement
• Flexible time off
• Company mental health days

Equal Opportunity and Inclusion

The hiring organization is committed to building a diverse, equitable, and inclusive workplace, operating on the belief that diversity drives innovation, equity is a fundamental right, and inclusion is an essential human need.