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. They offer solutions for workforce management, BPO collaboration, and AI-powered issue resolution, uniting in-house, outsourced, and AI-powered agents on one system. Backed by significant funding, the company is driven by a team of experts passionate about problem-solving.

About the Role

The Technical Support Workforce Management role involves working closely with customers of the Workforce Management product through email and Slack. This position helps customers understand product usage, resolves complex issues, and collaborates with engineering to provide vital feedback and prioritize product improvements. There is also an opportunity to build internal processes, scale systems, and contribute to company culture.

Key Responsibilities

• Delight customers with outstanding support experiences.
• Master the product and assist customers and team members.
• Investigate and resolve complex technical issues.
• Represent customer needs to drive product enhancements.
• Improve support operations through tooling, systems, and processes.

About You

The ideal candidate has 2+ years in a technical customer-facing role at a SaaS company and hands-on experience with SQL, APIs, and integrations. You should possess customer empathy, excellent communication skills, and strong troubleshooting abilities. A growth mindset, persistence, and a collaborative spirit are essential. Availability during 9am-6pm GMT and occasional holiday coverage is required.

Compensation & Benefits

Base salary between $80K and $115K, with equity and stock options, plus a full range of benefits.

Key Skills/Competency

• Technical Support
• Workforce Management
• SaaS
• SQL
• APIs
• Integrations
• Customer Empathy
• Troubleshooting
• Process Improvement
• Internal Operations