Remote Customer Support Manager: AI-Powered Ops

Swooped; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health and dental coverage

Paid time off

Retirement plan with employer matching

Professional learning & development

Home office & remote connectivity

Job summary

Swooped is seeking a Manager, Customer Support to lead a cross-channel team (phone, email, live chat, SMS) in a fully remote role across the United States and Canada. You’ll be accountable for daily operations, coaching, and escalations, balancing hands-on problem solving with strategic resource deployment.

You will collaborate with product, engineering, and AI operations to optimize workflows, tools, and customer experience, while driving consistency and scale.

Qualifications

• Requires 4+ years in customer support and 3+ years of direct people management.
• Experience leading a team where AI is a frontline component of support.

Responsibilities

• Own the daily operating rhythm for the team, ensuring queue health and quality across channels.
• Coordinate shift handoffs with fellow managers to maintain priority continuity.
• Partner with cross-functional teams to resolve escalations and refine tooling, routing, and workflows.
• Lead, mentor, and develop specialists through coaching and formal reviews.
• Manage shift scheduling, daily huddles, and on-call rotations to match volume.
• Act as primary escalation point for complex or sensitive cases with recommendations.
• Incorporate AI tools into workflows and coach proper AI usage.
• Track and report team KPIs and communicate outcomes to leadership.
• Oversee AI-assisted QA to identify coaching opportunities.
• Develop, maintain, and optimize SOPs and routing logic for scale.

Skills

4+ years in customer support

3+ years people management

AI-enabled support leadership

Tools

Salesforce

Zoom/Zoom Contact Center

Claude

Notion

Google Workspace

Linear

Slack

Co-browsing software

Job description

Swooped is seeking a Manager, Customer Support to lead a cross-channel team (phone, email, live chat, SMS) in a fully remote role across the United States and Canada. You’ll be accountable for daily operations, coaching, and escalations, balancing hands-on problem solving with strategic resource deployment.

You will collaborate with product, engineering, and AI operations to optimize workflows, tools, and customer experience, while driving consistency and scale.