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Swell is a growing customer engagement software solution for small to medium-sized businesses. We leverage technology tools to enable business owners to understand their social presence and to draw in and retain customers.

The support team is critical to the success of our business at Swell. We strive for best-in-class service and take pride in going above and beyond to ensure our customers get the best results possible. Internally, we believe in the continual improvement of our processes and allowing every team member to level up their skills along the way.

We are seeking an experienced and manager to lead our support team and ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership skills, technical expertise, and a passion for customer satisfaction.

The Product Support Team Manager has the following responsibilities:

• Provide strong leadership, guidance, and mentorship to the product support team
• Set clear expectations, establish performance goals, and conduct regular performance evaluations.

• Foster a positive and collaborative team environment, promoting open communication and knowledge sharing.
• Develop and implement training programs to enhance technical skills and customer service excellence.
• Monitor team performance metrics, including response time, resolution time, customer satisfaction scores, and ticket management.
• Identify trends and patterns in customer issues to improve service quality and proactively address potential problems.
  
• Collaborate with other departments to enhance the customer experience and streamline support processes.
  
• Maintain a deep understanding of the company's products, services, and technical systems.
  
• Provide technical guidance and support to team members, assisting with complex issues and escalations.
• Continuously review and optimize support processes to increase efficiency and productivity.
• Identify opportunities for automation and implement tools to streamline support workflows.

Requirements

• Proven experience in direct customer support, with at least 2 years in a leadership or managerial role.
• Demonstrated experience in coaching, mentoring, and developing technical support teams.
• Excellent interpersonal and communication skills, with the ability to effectively interact with customers and team members.
• Strong technical background, with a solid understanding of software and hardware troubleshooting.
• Strong problem-solving skills and the ability to make sound decisions under pressure.
• Familiarity with help desk software, ticketing systems, and CRM tools (Swell uses Hubspot for ticketing).
• Bachelor's degree in relevant field preferred
• Types 60 WPM

Benefits

• 100% Employer-paid Medical, Dental, and Vision insurance
• Supplemental Disability and Life insurance
• Gym Access
• Company meals
• Cell Phone stipend
• Flexible hybrid work-from-home policy
• Quarterly wellness days
• 401k available
• Unlimited PTO