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Customer Service
Customer Support Manager
@Swapcard
[Hiring] Customer Support Manager @Swapcard
Mar 28, 2025 - Swapcard is hiring a remote Customer Support Manager. 💸 Salary: unspecified. 📍Location: India, APAC.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
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.
Qualifications
- 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.
- BONUS: is passionate about utilising AI to improve process, efficiency and enhance customer experience.
Requirements
- Screening Interview with a recruiter from our people team.
- A remote exercise to demonstrate and assess your skills.
- Manager review with your future reporting manager
- Leadership review with one of our department leaders
- Reference check conducted by our people team
- Offer
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 🧘
Equal Opportunity
Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran.
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| 📍 | Be aware of the location restriction for this remote position: India, APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
India, APAC
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: India, APAC |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
