Customer Support Lead

Swish Breaks; 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

(Job Application Link)

THE OPPORTUNITY

Swish Breaks is one of the fastest-growing names in live commerce, reaching collectors across Whatnot, Fanatics Live, TikTok Shop, and now SwishX, our first-party digital platform. We're looking for someone to join the Swish Customer Support team and build our customer support function for our new product SwishX from the ground up defining the processes, tools, quality standards, and escalation paths that deliver a seamless experience across every touchpoint. You'll be hands-on, creating a support operation that scales while ensuring every interaction strengthens trust, loyalty, and the overall member experience.

RESPONSIBILITIES

• Build one member experience across SwishX and Swish LIVE, delivering consistent support regardless of where members buy.
• Launch SwishX support from the ground up, including workflows, response standards, knowledge base, and ticketing.
• Turn every support interaction into a loyalty moment through fast, empathetic resolution and scalable support tools.
• Create a single source of truth for customer issues, driving root-cause fixes with Operations and Fulfillment.
• Scale customer support from reactive issue resolution to proactive member success as the business grows.

EXPERIENCE & QUALIFICATIONS

• 3–5 years in customer success, support, or customer experience, ideally in ecommerce, marketplaces, live commerce, or startups.
• Experience with ticketing platforms like Zendesk, Gorgias, Intercom, or similar.
• A track record of building support processes, SOPs, and workflows from the ground up.
• Strong written communication, analytical skills, and the ability to use data to improve the customer experience.
• A calm, empathetic approach that turns customer issues into long-term loyalty.

BONUS POINTS

• Experience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG
• You are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)
• You love creators, fans, collectors, and the culture that surrounds them — this isn’t just a job to you

HOW WE WORK

• Model championship culture: speed, precision, no ego, no drama, high accountability
• High ownership: Leaders here solve, not wait
• No ego: We review, take feedback, fix mistakes fast
• Speed + judgment: You ship constantly
• AI-first: If it can be automated, you automate it
• In-office energy: Culture doesn’t build itself on Zoom