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For Companies At a Glance
- Tasks: Lead technical support teams and ensure top-notch service across all products.
- Company: Join Swap, a cutting-edge AI-native platform revolutionising global commerce.
- Benefits: Competitive salary, stock options, private health, and wellness perks.
- Why this job: Make a real impact in a high-growth startup while shaping the future of commerce.
- Qualifications: Experience in technical support and strong leadership skills.
- Other info: Diverse and inclusive culture with excellent career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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 are building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.
About the role
We are hiring a Technical Support Manager to provide senior, cross-product technical leadership across Swap's Support organisation. This is a horizontal, high-impact role focused on technical escalation ownership, operational consistency, and scaling Technical Support (particularly in the US) as our customer base and product suite grow. You will act as the senior technical authority within Support driving prioritisation, improving technical readiness, and strengthening collaboration across Product and Engineering. This role blends strategic oversight with hands-on execution and people leadership. This is not a product-specific role. You will operate across products, regions, and teams to ensure a clear technical ownership of complex, high-impact escalations, strong prioritisation and structured escalation pathways. Operational consistency as headcount and complexity grow and scalable systems, processes, and tooling for Technical Support. You will complement our global leadership by adding strong day-to-day technical management and execution as the team expands.
What You Will Do
- Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and increasing scale.
- Act as a senior technical authority across products, setting standards for troubleshooting, root-cause analysis, and resolution quality.
- Partner with Product and Engineering on readiness reviews, risk identification, and support impact for roadmap changes.
- Support a follow-the-sun model, ensuring consistent technical coverage and decision-making across regions.
- Serve as the primary owner for high-severity, high-visibility, and executive technical escalations across regions and products.
- Define and drive clear prioritisation frameworks for incidents, escalations, and competing customer needs.
- Coordinate cross-functionally to ensure fast, durable resolutions and strong post-incident learning and follow-up.
What we would like to see
- Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US.
- Build clarity around ownership, expectations, and career progression within Technical Support.
- Raise the bar for technical capability, operational maturity, and customer impact across 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 that enable scale.
- Use data and trends to monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions.
- Lead the adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection.
- Partner with Support Operations, Product, and Engineering to design and implement automations that improve speed, consistency, and scalability.
- Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing for agents.
- Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements.
Nice to have
- Experience 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.
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.
Technical Support Manager in London employer: Swap
Contact Detail:
Swap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Swap on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Swap's products and services. Show us that you understand how our AI-native platform works and how you can contribute to its success. Knowledge is power!
✨Tip Number 3
Practice your problem-solving skills! As a Technical Support Manager, you'll need to demonstrate your ability to handle complex escalations. Use mock scenarios to showcase your thought process and technical expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're genuinely interested in being part of the Swap team.
We think you need these skills to ace Technical Support Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Manager role. Highlight your relevant experience in technical leadership and support, and show us how you can add value to our team at Swap.
Showcase Your Technical Skills: We want to see your technical prowess! Include specific examples of how you've handled complex escalations or improved operational processes in previous roles. This will help us understand your problem-solving abilities.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon where possible. We appreciate clarity, so make sure your key points stand out to us!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Swap
✨Know Your Stuff
Make sure you brush up on the technical aspects of Swap's products. Understand how they work and be ready to discuss troubleshooting methods, root-cause analysis, and resolution quality. This will show that you're not just familiar with the role but also genuinely interested in their technology.
✨Showcase Your Leadership Skills
As a Technical Support Manager, you'll need to manage and develop your team. Be prepared to share examples of how you've successfully led teams in the past, particularly in high-pressure situations. Highlight your experience in coaching and developing team members, especially in a growing environment.
✨Understand the Business Impact
Swap is all about connecting backend operations with storefront experiences. Be ready to discuss how technical support can drive business outcomes. Think about how you've used data and trends to inform decisions and improve customer impact in previous roles.
✨Be Ready for Cross-Functional Collaboration
This role requires working closely with Product and Engineering teams. Prepare to talk about your experience in coordinating with different departments to ensure smooth operations. Share specific examples of how you've facilitated communication and collaboration to resolve complex issues.