Customer Support Associate

Swooped; United States; Presencial; USD 34.000 - 41.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

PTO for full-time employees

Cell phone stipend

Home-office allowance

Company laptop

Descripción de la vacante

Swooped is seeking a Customer Support Associate to help ensure service levels are met while collaborating with the operations team to onboard properties and customers onto the platform. You will resolve inquiries, support ongoing operational needs, and contribute to process improvements.

The role requires experience in startup-like environments, fluency in written English, and the ability to handle high-volume email support with tools such as Front, Zendesk, and Intercom.

Formación

• Experience in customer support for software companies, startup or fast-paced environments.
• Comfortable using AI in daily work.
• Experience in high-volume email-based support.
• Strong understanding of customer support tools (Front, Zendesk, Intercom).
• Able to learn and integrate new systems quickly.
• Reliable, self-driven with strong work ethic.
• Fluent written English with clear communication.
• Flexible schedules including weekends/nights.

Responsabilidades

• Provide high-quality support to ensure SLAs are met.
• Assist operations with onboarding new properties/customers to the platform.
• Help maintain smooth operations across properties; suggest improvements.
• Identify issues and escalate when appropriate.
• Enforce parking rules or coordinate towing when needed.
• Work independently to resolve inquiries and support ongoing needs.

Conocimientos

Customer support

Email support

English proficiency

Self-starter

Multitasking

Independent work

Schedule flexibility

Technical aptitude

Herramientas

Front

Zendesk

Intercom

Descripción del empleo

Employment Type: Full time

The Customer Support Associate reports to the Sr. Manager, Support Operations. The primary focus of the role is ensuring customer service-level agreements (SLAs) are met with reliable support, while collaborating with the operations team to support existing properties and facilitate smooth onboarding experiences.

Key Responsibilities

• Provide high-quality support to ensure customer SLAs are consistently met.
• Assist the operations team with onboarding new properties and customers onto the platform.
• Help maintain smooth operations across properties and recommend process improvements.
• Identify operational issues, suggest and implement solutions, and **escalate matters** when appropriate.
• Enforce parking rules or coordinate with towing services when necessary.
• Work independently to resolve customer inquiries and support ongoing operational needs.

Schedule and Work Hours

• Shifts will generally be 12:00pm PT (noon) - 9:00pm PT, including a 1-hour lunch.
• Flexibility is required, as schedules vary and require weekends, nights, or early mornings.
• Ideal candidates are located in the Pacific time zone with flexibility for weekend and evening work.

Qualifications

• Experience in customer support for software company preferably in a startup or fast-paced environment.
• Comfortable and familiar using AI in your daily work.
• Experience in high-volume email-based support.
• Strong understanding of customer support tools e.g. Front, Zendesk, Intercom, etc.
• Comfortable with learning new systems and integrating them into your daily work.
• Responsible, accountable for your work, and holds a high work ethic.
• Ability to work independently where you know how to multitask and prioritize effectively.
• Fluent in written English. You can communicate clearly with customers and teammates at all levels, and convey your thoughts with minimal grammatical or spelling errors.
• You're a self-starter that is always looking for the next problem to tackle.
• Flexibility: Schedules vary, and require weekends, nights, or early mornings

Preferred Qualifications

• Experience working in an operations role
• Experience in property management (property manager, leasing agent, etc.)
• You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities
• Fluency in Spanish

Compensation and Benefits

• Compensation range: $25.00 - $30.00/hour
• Medical, dental, and vision coverage for full-time employees
• PTO for full-time employees
• Cell phone stipend, home-office allowance, and company laptop