Swooped ยท 15 hours ago
Tooling & Automation Manager, Customer Support
United States
Full-time
Remote
Mid Level
$110K/yr - $130K/yr
Maximize your interview chancesArtificial Intelligence (AI)Human Resources
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Responsibilities
Analyze and optimize support ticket processes, identifying opportunities for increased efficiency and automation to improve response times and resolution quality.
Take full ownership of the customer support tech stack, ensuring all tools and platforms are effectively leveraged to meet CX and CS goals. Regularly evaluate and recommend new technologies or improvements to enhance operational performance.
Collaborate with external vendors and internal engineering teams to ensure seamless integration of support tools, working on technical projects that improve data flow, customer interactions, and overall tool effectiveness.
Manage the performance of the AI chatbot by improving training models, expanding API integrations, and continuously analyzing its effectiveness in solving customer inquiries. Identify opportunities to increase automation, efficiency, and customer satisfaction through advanced bot capabilities.
Act as a technical expert and advisor within the customer support organization, providing insights on how to optimize all tools for operational efficiency and improved customer experience.
Qualification
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Required
Proven experience managing support tools, automation processes, and technical integrations within a customer experience or support function.
Strong project management skills, capable of leading complex technical projects from concept through execution.
Experience working with the Zendesk API.
Expertise in Zendesk Support, Messaging, and Guide products.
Ability to work cross-functionally, liaising with engineering, product, and vendor teams.
Experience implementing CX AI chatbots, along with chatbot training, improvement, and optimization.
Knowledge of scripting or coding languages (e.g., Python, JavaScript) for advanced automation initiatives.
Preferred
Experience with SaaS and Partnerships Contracts.
Familiarity with educational policy knowledge related to K through 12 schools and colleges in sports.
Understanding of digital safety and child privacy laws (e.g., COPPA).
Benefits
Unlimited vacation policy.
Paid volunteer opportunities.
Work-from-home stipend - $500 annually to enhance your remote work setup.
Snack stipend - $60 monthly for creating a well-stocked home office.
Full health benefits including medical, dental, vision, and coverage for family/dependents.
Life insurance options including basic, supplemental, and dependent life.
Disability leave - covering short-term and long-term needs.
Retirement savings plan with a company match.
Access to a wellness platform to support mental, financial, and physical well-being.
Generous parental leave.
Employee discount program with select partners.
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
Founded in 2022
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Matt Landau
Co-Founder
Jake Dluhy
Founder & CTO
Company data provided by crunchbase
