Swooped

About the Opportunity
The organization is seeking a strategic and hands-on
Staff Customer Support Programs &amp; Supportability Lead
to oversee high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle. This role partners closely with Customer Support, Product Management, and Engineering teams to deliver exceptional support experiences for internal and external customers while scaling operations efficiently and reducing delivery costs.
This is a full-time position based in the United States.
Key Responsibilities
<ul>
<li>Lead the strategy and execution of customer support initiatives focused on process optimization, tooling, automation, and service enablement.</li>
<li>Identify and implement support optimization opportunities, including automated diagnostics, resolution workflows, chatbots, virtual agents, AI-driven deflection, runbooks, playbooks, and remote troubleshooting tools.</li>
<li>Drive continuous improvement of support processes and agent productivity.</li>
<li>Own the end-to-end supportability function, serving as the primary bridge connecting Support, Product Management, and Engineering.</li>
<li>Own support metrics production and business analytics, defining key performance indicators, building dashboards, and delivering actionable insights on CSAT, NPS, resolution times, deflection rates, cost per contact, ticket volume trends, and operational efficiency.</li>
<li>Establish and maintain comprehensive support analytics frameworks and reporting to inform leadership and cross-functional partners.</li>
<li>Translate support data into strategic recommendations to guide cross-functional programs that enhance efficiency and customer outcomes.</li>
<li>Contribute to budgeting, planning, and technology roadmap decisions across the support organization.</li>
</ul>
Required Qualifications
<ul>
<li>10+ years of enterprise technology customer support experience in SaaS, cloud, infrastructure, or complex B2B software environments, including significant experience in support delivery, operations, support programs, or supportability roles.</li>
<li>Proven track record of owning initiatives for support tools, automation, knowledge management, and analytics at scale.</li>
<li>Strong experience partnering directly with Product Management and Engineering teams on supportability initiatives.</li>
<li>Deep expertise in Salesforce Service Cloud.</li>
<li>Expertise in Jira.</li>
<li>Familiarity with Zendesk, modern automation and AI technologies, and analytics platforms such as Tableau, Looker, Power BI, and SQL.</li>
<li>Demonstrated ability to achieve measurable improvements in CSAT, deflection rates, and overall support efficiency.</li>
<li>Excellent cross-functional leadership, communication, and stakeholder management skills.</li>
<li>Bachelor’s degree in Business, Computer Science, Engineering, or a related field.</li>
</ul>
Preferred Qualifications
<ul>
<li>Advanced degree in a relevant discipline.</li>
<li>Professional industry certifications such as ITIL, HDI, or PMP.</li>
</ul>
Compensation and Benefits
<ul>
<li>Annual base salary range:
$154,000 – $180,000
, determined by location, qualifications, experience, and relevant skills.</li>
<li>Equity compensation in the form of stock options.</li>
<li>Health, dental, and vision insurance coverage for employees and dependents.</li>
<li>Flexible paid time off policy.</li>
<li>Parental leave.</li>
<li>Professional development and career growth opportunities.</li>
</ul>
Equal Opportunity and Application Notices
The hiring organization provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, or any other legally protected status.
In any application materials submitted, applicants may redact or remove age-identifying information, including age, date of birth, or dates of school attendance or graduation, without penalty.
Job duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Staff Customer Support Programs & Supportability Lead

Staff Customer Support Programs & Supportability Lead

This job is no longer available

Talents

Recruiters

About