Customer Support Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is seeking an individual to lead its support function, bringing structure and scalability to a critical part of the business.

Owning support operations involves running and hiring a team of support representatives (initially small); solving complex issues for students and instructors; building systems to support the organization's marketplace as it scales; developing automation for increased leverage; and improving standard operating procedures. This role is about writing a new AI-first playbook for customer support. The individual will design a scalable support system and manage the team while doing so.

Key Responsibilities

• Own customer operations and support, overseeing the nearshore support team.
• Define what great customer operations look like at scale and deliver on it.
• As the function matures, scale the team and own increasingly strategic initiatives.
• Interface with four distinct customer groups:
• The organization's Experts (~40% of time): Provide escalated, 1:1 support to experts, handling complicated refund disputes, advising on student management questions, and delivering a high level of service. This requires judgment and instinct in situations without a predefined playbook.
• The organization's Customers (~10% of time): Partner with students to resolve their highest-escalated support cases, including occasional course quality complaints, refund disputes, and edge cases.
• Students' Employers (~50% of time): Systematize enterprise deals conducted off-platform through Stripe, including customer relations, invoice creation and tracking, and identifying patterns to design scalable processes for volume and complexity. Apply customer success operations knowledge to ensure a seamless checkout experience for business customers.
• The Internal Team (ongoing): Analyze and report on the function's metrics to inform product roadmap decisions. Monitor and iterate product rollout based on support trends. Develop and maintain the Help Center library and Intercom macros. Partner with the VP of Product to create and own pilots for new payment methods and purchasing flows.

Required Qualifications

• Attention to detail: Ability to identify small details and understand their translation into scalable impact.

• High ownership mindset: A proactive approach to identifying and addressing areas for improvement, combined with the willingness to roll up sleeves and do the actual work.

• Excellent taste and judgment: Strong communication skills and the ability to strike the right tone during high-stakes customer interactions. Adept at navigating gray areas, anticipating potential issues, and knowing when to escalate, be flexible, or hold firm.

• Experience: 3–5 years in customer support, operations, or business operations roles. Experience managing team members and leading a support or related function.

• Tech-forward learner: Extremely fast learner, adept at using or learning AI tools for operational leverage. Familiarity with Intercom is key.

• Familiarity with tech stack: Experience with products such as Notion, Slack, Loom, Mercury, Amplitude, Metabase, Attio, Customer.io, Linear, Stripe, and Google Suite is beneficial.

Preferred Qualifications

• Prior work with marketplaces, edtech, expert platforms, or the creator economy is a plus.

Additional Information

The organization is fully remote, with no-meeting Wednesdays and biannual company offsites. The team operates with a high-trust, high-ownership model, moving fast, writing often, and biasing toward action. Collaboration, direct feedback, clarity, impact, and creativity are highly valued.

Compensation$80k - $120k in salary with strong benefits and equity. Salary is open to review based on candidate experience.

Location

Remote; US time zones +/- 1 hour

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.