VP of Customer Support

Swooped; United States; Remote; USD 228,000 - 285,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Paid time off

Job summary

Swooped in the United States (Remote) is seeking a VP of Customer Support to define and execute the support strategy, operations, and service delivery for a 150-person team across email, chat, and phone.

Reporting to the Chief Commercial Officer, this executive will lead change management, partner with Product and Engineering, and deploy AI alongside human support to elevate customer experience, cost, quality, and retention.

Qualifications

• 10+ years in customer support or customer experience leadership, including at least 5 years at VP level owning a team of meaningful scale.
• Exceptional change management skill, with a track record of shifting how a large team thinks and operates, not just issuing new policy.
• Demonstrated ability to connect team skills, structure, and process directly to customer outcomes, and to build measurement discipline.

Responsibilities

• Define and execute the support strategy and operating model for a 150-person team across email, chat, and phone.
• Own the AI strategy and roadmap to augment human support and enhance customer experience.
• Partner with Product and Engineering to design the future support experience across AI, self-service, and human channels.
• Own and report on support cost, quality, and experience as connected business outcomes.
• Recruit, develop, and retain leadership talent across a geographically distributed organization.

Skills

Leadership

Change management

AI in support

Cross-functional partnership

Global team leadership

Commercial mindset

Strategic thinking

Job description

The VP of Customer Support will define and execute the support strategy, operations, and service delivery for a team of 150 people across email, chat, and phone. Reporting to the Chief Commercial Officer, this executive leader will define personalized, proactive support experiences and lead the evolution of support in close partnership with Product. The role requires significant change management expertise, operational discipline, and a clear vision for deploying AI alongside human support to elevate customer experience.

• Location: United States (Remote)
• Employment Type: Full time

Key Responsibilities

• Support Strategy and Operating Model: Design and scale a tiered support model—spanning premium, scaled, and product-specific support—to align effort and experience with customer needs. Establish SLA and quality standards across email, chat, and phone, implement seamless cross-channel handoffs, and establish a unified operating standard across all product categories.
• AI and Technology Adoption: Own the AI strategy and roadmap across support, driving adoption to enhance customer experience rather than solely targeting efficiency. Determine where automation extends capability versus where human judgment and warmth are essential, and continually evolve the model as technology and customer expectations advance.
• Cross-Functional Partnership: Partner with Product and Engineering to co-design the future support experience across AI, self-service, and human channels. Ensure customer insights influence product roadmaps, embed support readiness into new product launches, and represent the voice of the customer in organizational strategy. Own and report on support cost, quality, and experience as connected business outcomes.
• Team Leadership: Recruit, develop, and retain leadership talent across a large, geographically distributed organization while optimizing team coverage and availability.
• Change Leadership: Guide the support organization through a strategic shift in how it views and executes its role in customer experience. Translate this vision into updated team structures, workflows, and management capabilities, linking training and process improvements directly to measurable customer outcomes.

Qualifications

• 10+ years in customer support or customer experience leadership, including at least 5 years at a VP or equivalent level owning a team of meaningful scale
• Exceptional change management skill, with a track record of shifting how a large team thinks and operates, not just issuing new policy, with the ability to speak to a specific transformation led, from strategy through implementation, with clear results
• Demonstrated ability to connect team skills, structure, and process directly to customer outcomes, and to build the measurement discipline to prove it
• Direct experience building a tiered support model, such as premium, scaled, and product or line of business specific support
• Direct experience deploying AI in a support organization to improve the customer experience, with a clear view on where automation helps and where it doesn't
• Strong technical fluency and demonstrated experience partnering with Product and Engineering, including on new product launches
• A commercial mindset, with a clear understanding of how support connects to retention, expansion, and brand
• Curiosity and a bias to action, with a demonstrated ability to form a point of view quickly and move forward
• SMB customer base experience strongly preferred
• Healthcare software experience a plus, but not required
• Experience managing distributed or global teams, including nearshore hubs, a plus

Compensation and Benefits

• Expected Annual Base Compensation Range: $228,043—$285,054 USD
• Additional Compensation: Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. Final pay determinations consider factors including skills, experience, qualifications, geographic location, and other job-related factors.
• Benefits: Health insurance (medical, dental, vision), life and disability insurance, 401(k) plan with company match, paid time off, paid holidays, mental health resources, paid parental leave, backup care support, tuition reimbursement, and employee resource groups.