Senior Client Support Specialist — Remote

Swooped; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Stock options

Medical, dental, and vision insurance

HSA contribution

Flexible PTO and parental leave

Job summary

Swooped, a US-based fully remote company, seeks a Senior Client Support Specialist to own complex client cases from intake to resolution. You will collaborate with Client Success, Product, Engineering, Quality, and DevOps to safeguard the client experience and provide visibility into issue status.

In this senior individual contributor role, you will mentor teammates, drive improvements through data analysis, and apply AI-enabled workflows to triage and document support.

Qualifications

• Experience independently managing complex support queues and driving high-priority client issues to timely, high-quality resolution.
• Experience leading client escalations and coordinating resolution across Client Success, Product, Engineering, Quality, and DevOps teams.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to technical and non-technical audiences.
• Professional, empathetic, and solution-oriented approach to client support, including comfort managing sensitive or high-visibility client situations.
• Experience using LLMs, automation, and AI-enabled workflows to improve support resolution, knowledge retrieval, documentation, and customer communication.
• Experience interpreting support data and translating trends into process, documentation, or product improvements.
• Experience working with distributed teams, including offshore teams.
• Familiarity with AWS or Google Cloud environments, log monitoring, and Elasticsearch is preferred.
• Bonus points for knowledge of IT/networking, HTML or web technologies, database structures, APIs, integrations, or identity and access management.

Responsibilities

• Own complex client support cases end-to-end, ensuring accurate ticket prioritization, thorough documentation, adherence to response and resolution SLAs, and proactive communication with clients and internal stakeholders.
• Act as an escalation point for high-impact technical issues, coordinating investigation, mitigation, and resolution across Engineering, Product, Quality, DevOps, and Client Success.
• Partner with Client Success Managers on strategic and escalated accounts to identify client risk early, track issue status, and support critical accounts.
• Monitor release and hotfix processes for client-impacting issues, assist with post-release triage, and participate in incident and post-incident root-cause analyses.
• Identify recurring support themes, product defects, documentation gaps, and usability challenges, translating findings into actionable feedback for Product and Engineering.
• Author and maintain internal troubleshooting documentation, runbooks, and client-facing knowledge portal content.
• Analyze support metrics and operational trends—including ticket volume, backlog health, SLA attainment, escalation patterns, defect impact, and bug closure rates—to drive continuous process and service improvements.
• Leverage AI-native practices, including LLMs, automation, and knowledge retrieval tools, to enhance ticket triage, investigation, documentation, and client communication.
• Mentor team members on troubleshooting techniques, ticket quality, escalation management, and support processes.

Skills

Complex support queues

Escalation management

Cross-functional collaboration

Technical communication

AI / LLM workflows

Cloud ecosystems (AWS/GCP)

Monitoring and observability

Mentoring others

Tools

AWS

Google Cloud

Elasticsearch

HTML

APIs and integrations

Job description

Swooped, a US-based fully remote company, seeks a Senior Client Support Specialist to own complex client cases from intake to resolution. You will collaborate with Client Success, Product, Engineering, Quality, and DevOps to safeguard the client experience and provide visibility into issue status.

In this senior individual contributor role, you will mentor teammates, drive improvements through data analysis, and apply AI-enabled workflows to triage and document support.