Customer Support Associate

Swooped; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health coverage

Retirement plan with employer contrib

Paid time off

Parental leave

Wellness stipend

Remote work allowances

Company offsites

Job summary

Swooped is seeking a Customer Support Associate for a full-time remote role in the United States. You will be the first line of support for inquiries and operational issues within healthcare data and diagnostic ordering workflows.

You will own issues end-to-end, manage a high-volume queue, and escalate with full context when needed. The role emphasizes empathetic communication, autonomy in evolving processes, and collaboration with internal teams to improve support resources.

Qualifications

• 2+ years of customer support experience at a B2B2C SaaS organization.
• Ability to identify, reproduce, and resolve customer-reported issues.
• Comfort working independently in evolving processes and documentation.
• Ability to manage a busy ticket queue with quality, speed, and accuracy.
• Excellent written and verbal communication with empathy and clarity.
• US-based residence and work authorization; aligned to US Eastern Time.

Responsibilities

• Own customer issues from initial report through resolution.
• Manage and prioritize a high-volume support queue; resolve tickets promptly.
• Communicate clearly and empathetically with customers across channels.
• Collaborate with internal teams to escalate and resolve complex issues.
• Contribute to knowledge base and internal support resources.
• Identify repetitive tasks and implement process improvements with AI tools.

Skills

Empathy & communication

High-volume queue management

Independent in evolving processes

Strong written & verbal communication

Tools

APIs & integrations

Job description

The organization is seeking a Customer Support Associate to join its Tier 1 support team. In this full-time remote role, the Customer Support Associate acts as the first line of support for incoming requests, ranging from user inquiries to complex operational issues within healthcare data and diagnostic ordering workflows. This position is responsible for managing a high-volume queue end-to-end, resolving issues directly whenever possible, and escalating complex matters with complete context.

Key Responsibilities

• Own customer issues from initial report through resolution, taking hands-on responsibility to identify, reproduce, and resolve problems.
• Manage and prioritize a high-volume operational support queue, resolving tickets promptly and accurately.
• Communicate clearly, calmly, and empathetically with customers across written and verbal channels.
• Collaborate across internal teams to elevate complex issues with gathered context and follow up through resolution.
• Contribute to building, maintaining, and refining knowledge base documentation and internal support resources.
• Identify repetitive tasks and implement process improvements using artificial intelligence and modern tooling.

Required Qualifications

• 2+ years of customer support experience at a B2B2C SaaS organization.
• Hands-on experience identifying, reproducing, and resolving customer-reported technical and operational issues.
• Experience working within a small to mid-size organization, with comfort operating independently in environments with evolving processes and documentation.
• Proven ability to manage a busy ticket queue while maintaining quality, speed, and accuracy.
• Strong written and verbal communication skills characterized by empathy, clarity, and precision.
• Residence and work authorization in the United States, with daily availability aligned to the US Eastern Time zone.

Preferred Qualifications

• Support experience gained within a structured support environment.
• Background in healthcare, health technology, or diagnostics.
• Familiarity with APIs and technical integrations.

Compensation and Benefits

• Base salary range of $50,000 to $70,000 per year, dependent on location and experience level.
• Equity offering with an extended exercise window post two years of employment.
• Health coverage.
• Retirement plan with employer contribution.
• Paid time off, including holidays.
• Parental leave.
• Wellness stipend.
• Remote work allowances for home office equipment and coworking access.
• Company and team offsites.

Location and Work Authorization

• This is a full-time, remote position based in the United States. Candidates must be physically based in the US Eastern Time zone.
• Visa sponsorship is not available for this role. Candidates must possess independent, unrestricted work authorization.