Customer Support Insights Manager
@ Swooped

Hybrid
$143,000
Hybrid
Full Time
Posted 22 hours ago

Your Application Journey

Personalized Resume
Apply
Email Hiring Manager
Interview

Email Hiring Manager

XXXXXXXX XXXXXXXXXXX XXXXXX***** @swooped.com
Recommended after applying

Job Details

About Swooped

This organization values diversity and inclusion, ensuring every employee is their whole self. Employees enjoy competitive benefits with global programs and training to support a diverse workplace.

Team & Role Overview

The Customer Support Insights Manager partners daily with Vendor Operations, Trust & Safety, and Service Design leadership teams. The role is part of the Customer Strategy & Operations team, focusing on driving global optimization, innovation, and growth through analytical insights and operational rigor.

Key Responsibilities

  • Collaborate with support and business leaders to define KPIs.
  • Analyze support data and identify systemic customer pain points.
  • Translate complex data into actionable recommendations.
  • Build and maintain robust reporting for customer contact trends.
  • Partner with cross-functional teams to implement solutions improving customer experience.
  • Monitor impact of initiatives and maintain operational documentation.

Key Qualifications

  • Over 5 years in Customer Experience, Customer Operations or Support Program Management.
  • Expertise in trend analysis, case studies, and root cause investigations.
  • Proven ability to drive cross-functional initiatives and process improvements.
  • Proficiency in tools like Salesforce, Tableau, and Excel.
  • Excellent communication and stakeholder management skills.
  • BS/BA degree required.

Compensation & Benefits

A salary range of $102,600—$184,700 USD is offered along with comprehensive benefits, wellness packages, remote support resources and family-oriented offerings.

Note

Swooped connects outstanding candidates with top-tier employers. They are not the Employer of Record for this position.

Key skills/competency

  • Customer Experience
  • Data Analysis
  • Reporting
  • Operational Efficiency
  • Trend Analysis
  • Stakeholder Management
  • Cross-functional Collaboration
  • Salesforce
  • Tableau
  • Excel
Apply without a personalized resume

How to Get Hired at Swooped

🎯 Tips for Getting Hired

  • Customize your resume: Highlight customer support and analytical experience.
  • Showcase relevant skills: Detail your expertise with Salesforce, Tableau, and Excel.
  • Research Swooped's culture: Understand their commitment to diversity and inclusion.
  • Prepare for data-driven interviews: Practice case studies and scenario questions.

📝 Interview Preparation Advice

Technical Preparation

Review Salesforce reporting techniques.
Practice Tableau dashboard creation.
Study Excel advanced functions.
Analyze customer support data sets.

Behavioral Questions

Describe a time you solved a support issue.
Explain cross-team collaboration experiences.
Detail handling challenging stakeholder communications.
Discuss adapting to fast-paced changes.

Frequently Asked Questions