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Swap is building AI-native infrastructure for modern commerce, connecting backend operations with intelligent storefront experiences. The company centralizes global operations, powers intelligent workflows, and provides real-time data for margin-protecting decisions across cross-border, tax, returns, demand planning, and agentic storefronts.
You will serve as Technical Support Manager, providing senior cross-product technical leadership across Swap's Support organization. This is a horizontal, high-impact role blending strategic oversight with hands-on execution and people leadership.
Key responsibilities:
- Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and scaling
- Act as senior technical authority, setting standards for troubleshooting, root-cause analysis, and resolution quality
- Partner with Product and Engineering on readiness reviews, risk identification, and support impact assessment
- Support a follow-the-sun model with consistent technical coverage and decision-making across regions
- Serve as primary owner for high-severity, high-visibility, and executive technical escalations
- Define and drive prioritization frameworks for incidents, escalations, and competing customer needs
- Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US
- Build clarity around ownership, expectations, and career progression within the team
- Establish and maintain consistent global processes for escalations, incident management, and cross-team communication
- Partner with Support Operations to improve tooling, workflows, and metrics enabling scale
- Use data and trends to monitor queue health, identify systemic issues, and inform strategic decisions
- Lead adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection
- Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance
Desired experience:
- Background in ecommerce, logistics, or post-purchase platforms
- Experience operating global or follow-the-sun support teams
- Familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection
- Experience in a scale-up or hyper-growth environment
