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Customer Support Team Lead

2 months ago

London, Greater London, United Kingdom Swap Full time

About Swap

Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimize their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.

Job Summary

We are seeking a seasoned Customer Support Manager to lead our customer support team. As a key member of our Customer Operations and Support Leadership team, you will be responsible for delivering exceptional customer support, training and developing our growing team, and shaping our customer support strategy.

Key Responsibilities

  • Team Leadership
    • Manage and coach a team of customer support representatives to ensure the highest level of customer service is provided.
    • Support direct reports' career development and performance management with regular coaching and mentoring.
  • Customer Support Strategy
    • Work closely with the Director of Customer Success and wider leadership team to help shape the structure and processes of our customer support function.
    • Develop and implement a customer support strategy that aligns with Swap's business objectives.
  • Training and Development
    • Create and deliver training materials to new and existing team members.
    • Develop and implement training programs to enhance the skills and knowledge of our customer support team.
  • Operations and Analytics
    • Lead daily customer support operations to ensure timely and effective customer inquiries and issue resolution.
    • Monitor and analyze support metrics to identify trends and areas for improvement.
    • Develop and implement processes to improve customer satisfaction and support efficiency.
  • Collaboration and Communication
    • Work closely with cross-functional teams across the business, including Tech and Product.
    • Communicate effectively with stakeholders, including customers, team members, and leadership.

Requirements

  • 3-5 years of experience in a customer support role, with at least 2 years in a managerial position, preferably within the tech or e-commerce industry.
  • Startup or scale-up experience.
  • Proven leadership and management skills, with the ability to drive teams to achieve goals.
  • Exceptional organizational and problem-solving skills, with a focus on delivering results and driving continuous improvement.
  • Strong data and analytical skills, with a focus on reporting core metrics.
  • Excellent communication skills.
  • Hybrid work arrangement, with 3 days in our office.

What We Offer

  • Competitive salary and employee share options.
  • Competitive holiday allowance (plus public holidays).
  • Flexible working hours.
  • Accelerate your learning potential working at a high-growth startup.
  • The opportunity to work with a stellar team from around the world.

Diversity and Equal Opportunities

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.