Customer Support Lead

Senior Technical Support SpecialistLocation: London (Hybrid) About Swap Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence. At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works. About the Role The Customer Experience Lead will lead and stabilise the customer support function during a period of transition, growth, or change. This role combines strong people leadership and operational ownership with an automation-first mindset, ensuring the support organisation scales efficiently through smart tooling, integrations, and data-driven workflows. While this role is anchored in people management and operational stability, it also requires strong automation-first leadership. This includes ownership and improvement of technical infrastructure, support workflow automation, API integrations, and reliable data flows between CX platforms and internal backend systems. Think: steady hands, clear priorities, visible leadership plus the technical curiosity to remove manual work and build durable systems. Key responsibilities

• Own end-to-end customer support operations across all channels, ensuring SLAs, response times, and CSAT targets are consistently met.
• Provide automation-first leadership, prioritising workflow automation, tooling, and system improvements over manual processes.
• Act as escalation owner for complex, high-risk, or technically challenging customer issues, bringing structure and calm during incidents.
• Lead and develop the support team, including team leads, coaching performance, identifying skill gaps, and driving capability in tools and efficient case handling.
• Assess and improve support processes and workflows, delivering fast, measurable impact on backlog, resolution time, and quality.
• Own or strongly influence the support tech stack (e.g. Intercom/Zendesk), including API integrations and data flows between CX platforms and internal backends.
• Track, analyse, and report on key KPIs (CSAT, FCR, backlog health, response times, churn signals) and communicate risks and progress to leadership.
• Partner cross-functionally with Product, Engineering, Sales, and Ops to resolve systemic issues and translate customer feedback into actionable insights.

What we would like to see:

• Proven experience as a Customer Lead / Customer Experience Manager.
• Demonstrated success leading teams through change or growth.
• Strong operational mindset with a bias toward automation and scale.
• Hands-on experience with support tools (e.g. Intercom, Zendesk, Freshdesk).
• Experience working closely with Product and Engineering teams.
• Comfortable stepping into an existing setup and making sense of it quickly.

Benefits:

• Competitive base salary.
• Stock options in a high-growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.
• Wellness benefits.
• Breakfast Mondays.

Diversity & Equal Opportunities: We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.