Head of Customer Support

Swooped; United States; On-site; USD 120,000 - 150,000; Full time

Job summary

An innovative company is seeking a Head of Customer Support to transform customer interactions into exceptional experiences. This role involves leading a dedicated team, designing efficient support systems, and collaborating closely with product and engineering teams. You will be instrumental in shaping the customer support function, ensuring it aligns with the company's mission of putting customers first. If you are passionate about building systems that enhance customer satisfaction and drive product improvements, this is the perfect opportunity for you to make a significant impact in a dynamic environment.

Benefits

Health Insurance

Unlimited Paid Time Off

Work from Home Policy

401(k) Contribution

Paid Family Leave

Monthly Remote Stipend

Competitive Base Compensation

Equity Ownership

Qualifications

• 6+ years in customer support, 2+ years in leadership.
• Experience in building and scaling support teams.

Responsibilities

• Lead and scale customer support across all channels.
• Design support operations for efficiency and speed.

Skills

Customer Support Leadership

Team Building

Analytical Skills

Communication Skills

SaaS Experience

Education

Bachelor's Degree

Relevant Certifications

Tools

Zendesk

Intercom

Front

Job description

Join to apply for the Head of Customer Support role at Swooped

Join to apply for the Head of Customer Support role at Swooped

Our client is developing a cutting-edge customer intelligence platform that uses AI to unify and act on buying signals, helping B2B companies reach the right people at the right time. It addresses the challenge of scattered tools and unusable intent data by centralizing customer insights for automation and action. Backed by over $50 million from top investors and 25+ industry leaders, the company values curiosity, collaboration, speed, and a customer-first mindset.

Why the Company Needs You:

Our client's customers are the heartbeat of their business, and every interaction they have shapes how they experience the product and the brand. They’re searching for a Head of Customer Support who will be a passionate advocate for their users, a thoughtful builder of systems and teams, and a strategic partner in delivering world-class support at scale.

About The Role

Our client is looking for a customer-obsessed, hands-on leader to join them full time and help elevate the support experience for companies. You’ll spend time in the queue early on, learning the product and the users from the ground up. From there, you’ll design the systems, hire the team, and implement the tools needed to support a fast-growing and technically savvy customer base.

This is a unique opportunity to define what customer support looks like in a modern, community-led company—and in a category they’re actively shaping. You’ll work closely with Product, Engineering, and Customer Success to close the loop between what the customers need and what they build. You’ll turn support from a reactive function into a strategic engine for customer insight, product improvement, and retention.

If you’re excited to build something that truly puts customers first, the company would love to hear from you.

How You’ll Contribute:

• Lead and scale the customer support function, ensuring excellent service across all channels (slack, chat, email, in-app, community).
• Build and manage a high-performing team, including hiring, training, and career development for frontline and tiered support staff.
• Design support operations that enable efficiency and speed—including ticket routing, knowledge base management, and automation.
• Establish and track key KPIs (e.g., CSAT, time to resolution, deflection rate), using data to continuously improve the support experience.
• Partner with Product, Engineering, and Customer Success to relay user feedback, prioritize bugs, and advocate for customer-centric improvements.
• Implement tools and processes that scale as they grow—balancing high-touch service with automation where appropriate.
• Drive a culture of empathy, accountability, and continuous improvement across the support org.

What You Bring

• 6+ years of experience in customer support at SaaS companies, with 2+ years in a leadership position.
• Demonstrated ability to build and scale support teams, preferably in high-growth startup environments.
• A customer-obsessed mindset paired with a passion for building systems, tools, and processes that scale.
• Experience with modern support platforms like Front, Zendesk, or Intercom and familiarity with knowledge management best practices.
• Strong analytical skills; you’re confident using data to drive decisions and process improvements.
• Excellent written and verbal communication skills, with a knack for distilling complexity into clarity.

What Makes You a Great Fit:

• You thrive in ambiguity, yet are extremely organized and are energized by the opportunity to build from the ground up.
• You’re a strategic thinker and operational doer—just as comfortable setting vision as you are rolling up your sleeves.
• You have a deep empathy for customers and know how to balance their needs with business goals.
• You’re energized by cross-functional collaboration and know how to build bridges across Product, Engineering, and Success.
• You see support not just as a service function, but as a strategic lever for product feedback, retention, and growth.
• You’re passionate about building teams and developing people, and you lead with integrity, clarity, and care.
• You have a low ego and a high sense of ownership—to start, you'll spend time in the support queue yourself to learn the product, understand the customer, and build empathy from the inside out.
• You believe that great support scales, and you’re excited to architect the systems and tooling to make that happen.

The Company's Values:

• Be Customer-centric - The company works backwards from the needs of their customers. The crisp articulation of customer value guides their decisions.
• Strive for Simplicity - The company chooses simplicity over complexity whenever possible. They seek to identify and understand the essential quality of what they are building.
• Make it Happen - They are quick to take the first step, and prioritize decisiveness over fear of making a mistake. They don’t confuse motion for movement and they measure themselves on impact over actions.
• We’re In this Together - They measure personal success by the success of their customers and teammates. Relationships matter, and the strongest ones are built on the foundations of trust, enablement, and transparency.

Their investment in caring for their employees and their families is a key part of their values and culture:

• Competitive base compensation with meaningful equity ownership
• Health insurance including medical, dental, and vision, HSA and FSA
• They pay 100% of your employee premium and 50% of your premium for any dependents
• Unlimited Paid Time Off
• Paid Company Holidays
• Work from home policy including a laptop and support for your home office needs
• Monthly Remote Stipend
• 401(k) self contribution
• Paid Family Leave
• Opportunity to join a diverse, passionate, and fun team at a pivotal time in the company’s lifecycle

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Administrative, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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