Overview
Customer Support Specialist Jobs in United States at Swooped
Title: Customer Support Specialist
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization is seeking an individual to join its Customer Support organization who can build trust with customers, solve problems effectively, and help create experiences that make the company indispensable. In this role, the individual will troubleshoot customer issues, educate clients on features and recommended workflows, support client configurations, and partner closely with Engineering, Success, and Strategy teams to drive the right outcomes.
Key Responsibilities
- Manage a queue of incoming support-related requests and work with the team to prioritize tasks.
- Respond to and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front-line support via email, support ticketing, and Zoom meetings.
- Work with internal stakeholders to assess, prioritize, and mitigate issues, who might include customer success managers, engineers, or fellow team members.
- Attend virtual meetings with customers to analyze, troubleshoot, and diagnose problems.
- Maintain proactive, engaged ownership and awareness throughout the daily workflow.
- Keep customers informed of the status of their open support requests.
- Identify, report, and document patterns and feedback on incoming requests and questions, providing useful data to inform the broader organization.
- Assist in creating documentation and knowledge base articles to better serve internal and external customers.
- Develop and maintain a deep understanding of both the company's platform and customers' specific needs.
- Work with the team to improve internal processes and pursue side projects that increase efficiency.
Required Qualifications
- Technical support foundation: Prior hands-on support experience with strong logical triage and debugging skills.
- Resourceful problem solver: Detail-oriented and creative in using available tools and information to identify solutions.
- Triage expertise: Rapidly assesses issues, follows the right process, stabilizes impact, communicates to key stakeholders, prevents escalation, documents actions, and drives both immediate workarounds and long-term resolution.
- Self-starter: Highly self-motivated with strong queue management and prioritization skills.
- Customer and escalation management: Able to manage multiple customer priorities at once, communicate promptly, and effectively use escalation workflows when needed.
- AI fluency: Experience using AI tools to craft effective prompts, validate outputs, extract key information, and apply insights in practical work across multiple projects.
People Experience
- Ability to maintain a calm demeanor with any stakeholder, either internal or external, establishing rapport at every step.
- Strong verbal and written communication skills.
- Willingness to dig in and help colleagues or customers alike solve problems with an empathetic extrapolation of key information.
Foundational Technical Skillset
- Direct experience with Jira and Git services and workflows, as well as a structural understanding of the basic software development lifecycle (SDLC).
- Understanding of the functionality of REST APIs (CRUD), credential authorization, how to traverse JSON blobs, ETLs, and a desire to expand knowledge.
- Knowledgeable of HTTP and potential causes of its response codes within web services.
- Understanding of bash commands and comfort navigating via Terminal.
- Experience diving into a Postgres database, utilizing Python-esque queries.
- Basic understanding of AWS Cloud Services.
Preferred Qualifications
- Familiarity with reading and writing Python.
- Knowledge of the Django Python framework or other ORMs.
A list of job experiences and qualification requirements is great, but humility, a performance-driven attitude, and a team-player approach are most important. The organization values having fun and winning in the process. It hires individuals who have a passion for building great companies in an environment where a sense of humor is a must.
Occasional travel may be required.
Applicants must be authorized to work for any employer in the US. The organization is unable to sponsor or take over sponsorship of an employment visa at this time.
Compensation
$110K – $130K
The posted range represents the possible base pay for this role. Actual compensation will depend on experience, skills, role scope, and alignment with the position. Some postings may include more than one salary band to reflect different levels.
