Bring your full self to work.
SwiftComply strives to create an environment for all to participate, be authentic, and feel valued.
We are committed to building an equitable workplace that moves our company and industry forward and know there is work to be done in advancing diversity and inclusion.
About the role
We are seeking a Customer Support Team Lead to join our team and play a pivotal role in managing our front-line support. This position is perfect for someone who loves helping customers, thrives on solving complex issues, and has a knack for leading and mentoring a team.
At SwiftComply, our values guide everything we do:
- Stronger Together: Collaboration is at the heart of our success. As a leader, you’ll foster a supportive, united team environment.
- Earn Trust Every Day: We value integrity and transparency, and you’ll lead by example to consistently build trust with both your team and our customers.
- Own It, Deliver: Accountability drives results, and you’ll take ownership of ensuring that our Help Desk delivers world-class support every single day.
What You’ll Do:
- Team Management:
- Lead, hire, train, and inspire the Help Desk team to deliver exceptional customer support.
- Develop and execute a Help Desk strategy and OKRs aligned with company goals.
- Plan and implement engaging quarterly team-building activities to promote connection and collaboration.
- Inbox Support Excellence:
- Oversee the ticket inbox, ensuring prompt and efficient team responses to customer inquiries.
- Handle Level 2 Support escalations, expertly managing complex or high-priority tickets to resolution.
- Champion customer satisfaction by making every interaction reflect our commitment to their success.
- Customer Advocacy:
- Deliver personalized, friendly, and prompt support to 400+ government agencies and their service providers through email, phone, and video.
- Collect and report user feedback to help inform and drive product improvements.
- Operational Excellence:
- Build, track, and analyze KPIs to measure team success and identify opportunities for growth.
- Enhance, streamline, and scale internal processes to support our expanding customer base effectively.
- Proactively own issues and deliver solutions that exceed expectations.
Who you are
Who You Are:
- A proven leader with experience managing customer support or help desk teams, preferably in a SaaS environment.
- An inbox pro who thrives in a support-driven environment, with a knack for managing escalations and solving complex issues.
- Passionate about creating delightful customer experiences and leading a team that shares this commitment.
- Analytical and process-oriented, with the ability to track KPIs, streamline workflows, and drive measurable results.
- A skilled communicator who can confidently interact with both customers and team members.
Experiences that could help you succeed in this role include:
- 2+ years experience in customer support for a B2B or B2G SaaS product
- Experience with Hubspot, and Intercom
- Experience resolving customer support tickets
- Experience mentoring teammates
Bonus points for:
- Experience as a team lead for a Customer Support team
- Experience with water/wastewater industry
Excited about making a positive impact with SwiftComply but don’t feel you meet 100% of the list? If you’re excited about working with us, we’d still love to hear from you!
Benefits
- Healthcare - we offer medical, dental, and vision insurance with an HSA option
- Life insurance - we offer free life insurance plan for you
- 401(k) - we provide pre-tax/roth options and the company makes a contribution equal to 3% of your compensation, regardless of your contribution amount
- Remote - we work remotely and provide a $1000 home office setup stipend
- Time off - we offer 31 paid days off (PTO, holidays, birthday, etc; 1 additional day off provided for each year you’re with the company) and encourage you to take time for vacation, wellness day, etc, for a positive work-life balance
- Parental leave - we want you to enjoy some time with your new addition to the family
*To provide equitable pay, we benchmark our compensation. This is the data provided at the time we created this job description; we will re-evaluate the range at the time of offer and thus this range is subject to change.
Please note: Offer is contingent upon a successful completion of a background check. And we are unable to sponsor visas at this time; you must be a US Citizen or Permanent Resident authorized to work in the US.
About SwiftComply
SwiftComply is an award-winning early-stage technology company with a mission to protect human health and the environment with an all-in-one cloud-based software that empowers local governments to easily manage their water, wastewater, and stormwater compliance programs.
We were founded in 2016 by our founder and CEO, Mick O’Dwyer. As a water & wastewater engineer at Dublin City Council (Ireland), Mick saw first hand how manual, paper-based and inefficient compliance programs can be. He created SwiftComply to fix this problem with modern, collaborative technology.
Today, SwiftComply supports over 400+ utilities that deliver water service to 50+ million citizens - and we’re expanding the team to make an even bigger impact!
