Customer Support Manager

Summary

Join Swapcard's dynamic team as an APAC Customer Care Team Lead! In this role, you will lead, mentor, and motivate a high-performing team, ensuring exceptional customer service and achieving performance targets. You will conduct regular team meetings, performance reviews, and provide feedback for continuous professional growth. As a business leader, you'll make strategic decisions, optimize support processes, and collaborate with other departments. Effective resource management and identifying skill gaps are key responsibilities. This position requires a minimum of two years of managerial experience in coaching and developing high-performing teams within a SaaS or digitally native business, along with strong customer experience skills and fluency in English. Swapcard offers a remote-first policy, generous paid time off, remote perks, health insurance coverage, and various other benefits.

Requirements

• Minimum of 2 years of managerial experience with a focus on coaching and developing high performing teams
• Prior experience in leading frontline customer support in a SaaS or digitally native business
• Customer experience fanatic with a keen eye for improvements
• Collaborative with the ability to work autonomously, experienced with working within a global team
• Fluent in English, any other language would be appreciated!
• Tech-savvy with knowledge of customer service tools and ticketing systems
• A make-it-happen mindset, excited and ready to roll up your sleeves whilst keeping longer-term team implications and goals a priority
• Highly empathetic and emotionally intelligent driven by a passionate and curious work ethic

Responsibilities

• Lead, motivate, and mentor the APAC Customer Care Team to achieve performance targets and deliver exceptional customer service
• Conduct regular team meetings, performance reviews and provide feedback to ensure continuous professional growth and achievement of Individual and business objectives/KPIs
• Be a business leader within Swapcard, making decisions that are consistent with business objectives and determining short/long term strategies to achieve the necessary impact
• Monitor Support processes looking for opportunities for their optimization
• Collaborate with other departments on shared projects, balancing the needs of the Support team with the overall business goals, contributing to the company's success and growth
• Effective resource management within the team ensuring a fair & balanced workload continuously, particularly across peak seasons
• Identify skill gaps and provide relevant training to the team

Preferred Qualifications

Is passionate about utilising AI to improve process, efficiency and enhance customer experience

Benefits

• International team with 40+ nationalities (more on the way!)
• Remote-first policy with headquarters in Paris
• Thriving startup with career growth opportunities
• Open-minded culture that appreciates differences
• Feedback-driven, supportive & curious team with a DIY mindset
• Generous Paid Time Off to ensure you have time for what matters most
• Remote perks designed to optimize your working experience
• In-person social gatherings to celebrate our achievements
• 100% of your health insurance contribution paid by Swapcard
• Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup)
• Co-working space budget to support remote work in professional environments
• Learning budget to help you develop new and existing skills
• Mental health care initiatives to support your well-being