Technical Support - Workforce Management

@ Swooped

About Swooped

Our client builds the infrastructure that underpins exceptional customer support, empowering companies to deliver faster, better service at scale. Their solutions include workforce management, BPO collaboration, and AI-powered issue resolution, uniting in-house, outsourced, and AI-powered agents into a single operating system.

About The Role

Swooped is expanding its Technical Support team. As a technical generalist with a passion for customer service, you will interact with customers of the Workforce Management product via email and Slack, help them understand the product, and resolve challenges. Your insights will also help the product team prioritize bugs and feature requests. You will have latitude to build internal processes, scale systems, and contribute to company culture.

Key Responsibilities

• Delight customers by creating positive support experiences.
• Become a product expert and assist both customers and internal team members.
• Investigate and resolve complex issues in collaboration with engineering.
• Represent the voice of the customer in product development.
• Improve operations through better tooling, systems, and processes.

About You

This role requires 2+ years in a technical customer-facing role at a SaaS company. Experience with SQL, APIs, and integrations is essential. Ideal candidates show strong technical aptitude, customer empathy, excellent communication skills, persistence, and a growth mindset. Availability during 9am-6pm GMT and occasional holiday coverage is required.

Compensation

Base salary: $80K – $115K, plus equity, stock options, and a full range of benefits. The base pay may vary depending on location, job-related knowledge, skills, and experience.

Key skills/competency

Technical Support, Workforce Management, SaaS, SQL, APIs, Integrations, Customer Empathy, Troubleshooting, Process Improvement, Communication