Customer Support Manager - Europe - #7468453

At Swapcard, we build communities by empowering meaningful connections and know it all begins with a strong community of our own. We believe that diverse collaboration brings us closer to embracing change and propels us to form the ideas of tomorrow in an ever-evolving world.

Powered by artificial intelligence, Swapcard is the only end-to-end community platform for virtual and hybrid events. Behind this vision, stands a passionate, curious, and down-to-earth team. We believe an environment of trust, autonomy, and support is integral to our success. As a result of putting people first, career evolution and rapid growth have become regular commodities.

With 42 nationalities amongst a team of more than 200 innovative minds, we enjoy an open-minded environment where opinions and ideas are encouraged and exchanged freely in order to create a product and company we can all be proud of. We’ve also learned that the more moments we share, the more comfortable, communicative, and confident we are when working together. That’s when the real magic occurs.

And the best part? Swapcard offers full remote opportunities, which means you’ll be able to bring your best self to the table no matter where in the world you are located! We fully support and empower an international environment, where all cultures, mindsets, and backgrounds are equally welcome and appreciated.

Our Values

Curiosity: Rapid growth and evolution are the results of our endless quest for new knowledge and understanding. We’re interested in our peers and their concerns. Anything novel or innovative excites us.

Open-mindedness: Feedback and ideas can be exchanged freely, without being taken personally. We welcome Swapcardians of all sorts and learn from each other’s personal and professional experiences.

Humanity: Empathy encourages a kind and down-to-earth environment where we all feel comfortable and free to be human. We never have to wear a mask or hide who we are.

Resilience: We have a desire to win and don’t take no for an answer. We prefer the term “experiment” over “failure”. We are solution-oriented and find innovative approaches to succeed.

Ambition: Nothing is impossible. We're always striving to get better, seize opportunities, and reach the top. We are encouraged to dream big and believe in ourselves.

What you will be doing?

• Lead, motivate, and mentor the EMEA 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
  
  
  

Your Profile

• Minimum of 2 years of managerial experience with a focus on coaching and developing 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
  
  
  

Reasons to join us

• International team with 42 nationalities (more on the way!)
• Remote-first policy with offices in Paris, USA, UAE, CA, UK, & IN
• Fast-growing startup with many opportunities for growth
• Open-minded culture that appreciates differences
• Feedback driven, supportive & curious team with DIY mindset
• Family leave and remote work to ensure you have time for what matters most
• Generous paid time off program to ensure your happiness
• Team vacations to celebrate our achievements