Implementation Support Specialist
Swooped
Job Overview
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Job Description
About Swooped
Our client, Swooped, is a leader in AI-powered solutions for the private markets. Leveraging industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, Swooped automates critical private market workflows across the fund lifecycle. Their solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 global GPs, investment banks, law firms, and advisors – including nine of the top ten PEI-ranked firms worldwide – Swooped helps firms focus on what’s important.
Our Culture
Swooped operates as a remote-first company that values the power of connection, finding innovative ways to stay connected both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Swooped enables individuals to shape their impact and growth. Their commitment to innovation extends beyond technology; it’s embedded in their culture, and AI plays a crucial role in everything they do. The culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. The commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions individuals bring from day one.
About the Role: Implementation Support Specialist
Our client is seeking an Implementation Support Specialist reporting to the Manager, Implementation. Swooped is looking for someone excited to expertly manage the post-onboarding queue, ensure timely and accurate delivery of customer projects, and effectively coordinate with teams to enhance overall client satisfaction. If you are a highly organized, proactive, and collaborative person who thrives on bringing order to complex processes, Swooped would love to get to know you!
What You’ll Do
- Queue Management: Oversee the implementation queue, ensuring efficient processing of customer projects and accurate delivery timelines for existing clients.
- Ticket Coordination: Review and organize incoming tickets in Zendesk, ensuring proper scope and order before they reach the implementation team. Load documents to the product, perform initial data migration, and create project trackers for inbound work requests.
- Customer Communication: Serve as the main point of contact for customers, providing updates, clarifications, and projected timelines to ensure seamless communication.
- Legal Network Coordination: Facilitate interactions with Swooped’s Legal Network for customized external consultant work, acting as the liaison for the customer.
- Quality Assurance: Conduct spot checks and light quality assurance on completed work before notifying customers of project completion.
- Team Development Impact: Contribute to shaping and potentially expanding the role, with opportunities to influence the future growth of the team.
What You’ll Bring
- Experience: Relevant experience in project coordination or implementation roles.
- Time Management: Proven ability to manage multiple request tickets and competing priorities while maintaining quality and customer satisfaction.
- Communication Skills: Strong written communication skills with the ability to manage expectations, provide timely updates, and create clear project documentation.
- Problem-Solving: Proactive approach to identifying issues, troubleshooting challenges, and delivering practical solutions in dynamic situations.
- Attention to Detail: Meticulous attention to detail in tasks such as creating tickets, managing project trackers, and coordinating invoicing to prevent project delays or errors.
- Technical Skills: Proficiency in project management software and ticketing platforms like Zendesk and Jira, along with data analysis skills for tracking project performance and informing decisions.
Key Skills/Competency
- Implementation Support
- Project Coordination
- Customer Relationship Management
- Zendesk
- Jira
- Data Migration
- Quality Assurance
- Process Management
- Client Satisfaction
- Private Markets Solutions
How to Get Hired at Swooped
- Research Swooped's mission: Study their AI-powered private market solutions, values, and remote-first culture.
- Tailor your resume: Highlight experience in implementation, project coordination, and client communication using keywords from the Implementation Support Specialist job description.
- Showcase problem-solving: Prepare examples of how you've streamlined complex processes and managed competing priorities.
- Demonstrate technical proficiency: Emphasize your skills with Zendesk, Jira, and other project management tools relevant to Swooped's operations.
- Prepare for behavioral questions: Focus on collaboration, attention to detail, and proactive communication in a remote team setting.
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