Remote Customer Support Manager: Growth & Ops Lead

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

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.