Customer Support Architect for SwishX

Swishbreaks; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Swish Breaks is expanding its customer support for SwishX and Swish LIVE, building a scalable operation from the ground up. You will define workflows, knowledge base, ticketing standards, and escalation paths to deliver a seamless member experience.

You will own the end-to-end support function, leveraging data to improve metrics, and turning each interaction into a loyalty-building moment as the company grows in live commerce and creator marketplaces.

Qualifications

• 3–5 years in customer success, support, or customer experience.
• Experience with ticketing platforms such as Zendesk, Gorgias, Intercom.
• Track record building support processes, SOPs, and workflows from the ground up.
• Strong written communication and analytical skills, using data to improve CX.
• Calm, empathetic approach that builds long-term loyalty.

Responsibilities

• Build a unified member experience across SwishX and Swish LIVE.
• Launch SwishX support from the ground up with workflows, knowledge base, and ticketing.
• Turn support interactions into loyalty moments with fast, empathetic resolutions.
• Create a single source of truth for customer issues and drive root-cause fixes.
• Scale customer support from reactive to proactive as the business grows.

Skills

Customer success

Ticketing platforms

Process improvement

Data analytics

Empathetic communication

Tools

Zendesk

Gorgias

Intercom

Job description

Swish Breaks is expanding its customer support for SwishX and Swish LIVE, building a scalable operation from the ground up. You will define workflows, knowledge base, ticketing standards, and escalation paths to deliver a seamless member experience.

You will own the end-to-end support function, leveraging data to improve metrics, and turning each interaction into a loyalty-building moment as the company grows in live commerce and creator marketplaces.