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Customer Support Manager

2 months ago

London Area, United Kingdom Swap Full time

Company

Say hello to the ecommerce OS.

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


Role description

Swap is looking for a hands-on Customer Support Manager to lead our fantastic customer support team. This will be the first ever Customer Support Manager hired at Swap, which will give you the exciting opportunity to create processes from scratch as well as streamline and improve the current way in which the team operates.


The ideal candidate will have a strong background in managing and scaling a customer support team in a start up/scale up environment, have excellent leadership skills, and have a broad understanding of SaaS and/or Ecommerce. This person will be responsible for delivering the highest level of customer support as well as training and developing our growing team.


Responsibilities

  • Manage and coach a team of customer support reps ensuring the highest level of customer service is provided 
  • Work closely with with the Director of Customer Success where this role reports, and wider leadership team to help shape the structure and processes as well as help to build and deliver our Customer Support strategy
  • Support direct reports career development and performance management with regular coaching and mentoring
  • Create and deliver training materials to new and existing team members
  • Lead daily customer support operations to ensure timely and effective customer inquiries and issue resolution
  • Be a key member of the wider Customer Operations and Support Leadership team, helping to create department-wide improvements, processes and working cross-functionally on initiatives that impact the team
  • Gather insights based on customer feedback to drive improvements
  • Monitor and analyse support metrics 
  • Create and prepare weekly reports on customer satisfaction as well as team performance
  • Work closely with cross functional teams across the business including Tech and Product


Requirements

  • 3-5 years experience in a Customer Support role with at least 2 years in a managerial position preferably within the tech or Ecommerce industry
  • Startup or scaleup experience
  • Proven leadership and management skills, with the ability to drive teams to achieve and drive goals 
  • Exceptional organisational and problem-solving skills, with a focus on delivering results and driving continuous improvement
  • Strong data and analytical skills a strong focus on reporting core metrics 
  • Excellent communication skills
  • Hybrid - 3 days in our Holborn 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 all around the world


Diversity & 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.