Manager, Customer Support

Swooped; United States; Remote; USD 86,000 - 107,000; Full time

Benefits offered by this job

Health coverage

Mental health support

401(k) plan

Life and disability insurance

Flexible PTO

Parental leave

Lifestyle stipend

Home office stipend

Internet allowance

Volunteer time off

Donation matching

Pre-tax commuter benefits

Dependent care support

Pet insurance

Financial wellness counseling

Job summary

Swooped is seeking a Manager of Customer Support to lead a remote-first, United States-based team. The role drives multi-channel support, coaching, and cross-functional collaboration with engineering, sales, and CS to deliver outstanding customer experiences.

The manager will oversee operational strategy, knowledge management, and scalable workflows while ensuring KPI achievement and strong customer outcomes across the support organization.

Qualifications

• 6+ years in a high-volume, real-time SaaS or B2C support.
• 1+ years leading distributed, multi-channel teams with KPI focus.
• Proven project management and blocker-resolution experience.

Responsibilities

• Lead, coach, and support individual contributors and team leads with a DEI lens.
• Drive integration of acquired support teams with engineering, sales and CS.
• Oversee support coverage, capacity, operational performance and KPIs.
• Identify operational risks and direct real-time response plans.
• Develop scalable support workflows and knowledge repositories.
• Collaborate with account and engineering teams on escalations.
• Partner with leadership on planning, forecasting, and initiatives.
• Maintain queue health and SLA adherence.

Skills

KPI management

Project management

Leadership

Education

CS/IT degree

Tools

Zendesk

Salesforce

Job description

The hiring organization is seeking a Manager, Customer Support to join its remote-first customer support team in the United States. This role oversees operational strategy, multichannel support (including chat, email, and phone), and team coaching within a shared-workload, community-oriented support model.

In this position, the manager serves as a cross-functional partner across engineering, sales, and customer success, sharing customer insights, driving operational excellence, and leading integration efforts for acquired support teams.

Location and Workplace

• Location: United States (Remote)
• Employment Type: Full time
• Remote eligibility is based within supported U.S. states.

Key Responsibilities

• Lead, coach, and support individual contributors and team leads through a diversity, equity, and inclusion lens, conducting regular performance check-ins and career development discussions.
• Spearhead the integration of newly acquired support teams by collaborating with engineering, sales, and customer success teams while establishing operational processes and knowledge repositories.
• Oversee support coverage, team capacity, operational performance, and growth to ensure the achievement of core qualitative and quantitative KPIs.
• Identify operational risks, such as volume spikes, system disruptions, or major software defects, and direct real-time response plans to mitigate customer and team impact.
• Develop, refine, and manage scalable support workflows and centralized knowledge repositories to optimize operations and support cross-organizational enablement.
• Cultivate relationships with account and engineering teams to streamline technical escalations and ensure customer insights inform product development.
• Partner with support leadership on departmental strategic planning, capacity forecasting, and initiatives to enhance both customer and employee experiences.
• Maintain queue health, uphold service level agreements, and scale operational coverage in alignment with organizational growth.

Required Qualifications

• 6+ years of experience in a high-volume, real-time customer support role within SaaS or B2C technical support.
• 1+ years of experience leading distributed, multi-channel teams and driving operational performance through KPI management.
• Demonstrated project management experience, including driving operational improvements, securing resources, and resolving operational blockers for teams.

Preferred Qualifications

• Experience managing customer support platforms and systems, including ticketing software and CRMs, with specific experience in Zendesk or Salesforce considered a plus.
• Experience leading complex cross-functional initiatives, such as acquired team integrations, workflow standardizations, or building centralized knowledge repositories.
• Technical background or relevant degree (such as Computer Science or Information Technology) enabling effective communication with engineering teams and comprehension of SaaS architectures.
• Strong written and verbal communication skills with a customer-centric and empathetic approach.
• Proficiency with social media platforms and emerging artificial intelligence technologies.

Compensation and Benefits

The standard hiring range for this role is $85,600.00 – $107,000.00 annually. Starting offers are determined within this range based on relevant experience, skillset, and geographic location, with long-term earning potential extending across geographic salary bands:

• Zone 1 (California, New York, Washington): $94,200.00 – $141,200.00 annually
• Zone 2 (All other eligible U.S. states): $85,600.00 – $128,400.00 annually

The organization provides a comprehensive benefits program, which includes:

• Health coverage, including medical, dental, and vision insurance for employees and eligible dependents
• Mental health and wellness support resources
• 401(k) retirement plan with an employer match
• Employer-paid life and disability insurance
• Flexible paid time off and designated organization-wide rest days
• Paid parental leave
• Annual lifestyle stipend
• Home office setup stipend and recurring internet allowance
• Paid volunteer time off and charitable donation matching
• Pre-tax commuter benefits, dependent care support resources, pet insurance access, and financial wellness counseling

Equal Opportunity and Legal Notices

The hiring organization is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record, expunged or sealed convictions, or any other legally recognized protected basis under applicable federal, state, or local law. As a federal contractor, the organization actively recruits protected veterans and individuals with disabilities.

Reasonable accommodations are available for applicants with disabilities throughout the application and recruitment process upon request.

The organization participates in the E-Verify program in applicable jurisdictions as required by law.