Customer Support Insights Manager
@ Swooped

Hybrid
$150,000
Hybrid
Full Time
Posted 17 hours ago

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XXXXXXXXX XXXXXXXXXXX XXXXXXX****** @swooped.com
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Job Details

About Our Client

At this organization, everyone is invited to be their whole self. They cultivate an environment that supports diversity, equity, and inclusion by offering competitive, valuable, and meaningful benefits along with resource groups, global programming, and year-round training.

About The Role

The Customer Support Insights Manager works with the Customer Strategy & Operations team to drive global optimization, innovation, and growth through analytical insights and operational rigor. This role includes analyzing support data, identifying pain points, and leading cross-functional solutions to improve customer experience.

Key Responsibilities

  • Collaborate with Customer Support and business leaders to define key performance metrics (KPIs).
  • Analyze customer support data to identify risks, trends, and underlying issues.
  • Translate complex data into actionable recommendations for process improvements.
  • Build and maintain robust reporting cadences for customer contact patterns.
  • Partner with cross-functional teams including Product, Engineering, and CX leadership for solution implementation.
  • Monitor the impact of new initiatives and track performance trends over time.
  • Maintain clear operational documentation and insight repositories for issue tracking.

Key Qualifications

  • At least 5 years in Customer Experience, Customer Operations, or Support Program Management.
  • Strong experience in trend analysis, case studies, and root cause investigations.
  • Ability to translate operational insights into cross-functional initiatives.
  • Experience designing or managing customer-facing processes at scale.
  • Proficiency in Salesforce, Tableau, Excel, or similar reporting tools.
  • Excellent communication and stakeholder management skills.
  • Comfortable in a fast-paced environment with evolving priorities.
  • A curious, proactive, and solutions-oriented mindset.
  • Requires a BS/BA degree.

Salary & Benefits

The wage range is $102,600—$184,700 USD. Benefits include comprehensive health and wellness packages, remote support, wellness allowances, family planning benefits, and financial planning services.

Additional Information

Note: Swooped is connecting outstanding candidates with a top-tier employer. They are not the Employer of Record (EOR) for this position.

Key skills/competency

  • Customer Experience
  • Data Analysis
  • Operational Excellence
  • Trend Analysis
  • Reporting
  • Cross-functional Collaboration
  • Process Improvement
  • Stakeholder Management
  • Salesforce
  • Tableau
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How to Get Hired at Swooped

🎯 Tips for Getting Hired

  • Research Swooped's culture: Study their mission and values through reviews.
  • Customize your resume: Emphasize experience in support operations.
  • Highlight analytical skills: Showcase Salesforce and Tableau expertise.
  • Prepare for behavioral questions: Be ready for situational examples.

📝 Interview Preparation Advice

Technical Preparation

Review Salesforce data reporting.
Practice Tableau dashboard creation.
Brush up on Excel analytics functions.
Study root cause analysis techniques.

Behavioral Questions

Describe a challenge with data insights.
Explain cross-functional collaboration experience.
Discuss managing competing priorities effectively.
Detail a time you drove operational change.

Frequently Asked Questions