At a Glance
- Tasks: Lead technical support across products, ensuring readiness and resolving high-impact escalations.
- Company: Join Swap, a cutting-edge AI-native platform revolutionising global commerce.
- Benefits: Enjoy stock options, competitive PTO, private health, and wellness perks.
- Other info: Diverse and inclusive culture with excellent growth opportunities.
- Why this job: Make a real impact in a fast-paced environment while shaping the future of commerce.
- Qualifications: Experience in technical support, leadership skills, and a passion for problem-solving.
The predicted salary is between 36000 - 60000 £ per year.
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
We’re 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’ll 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’ll 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’ll 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
- 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.
Manager, Technical Support employer: Swap
At Swap, we pride ourselves on being an exceptional employer that fosters a culture of clarity, creativity, and shared ownership. As an Engineering Team Lead, you will not only lead a dynamic team in a greenfield project but also enjoy ample opportunities for professional growth in a fast-paced, high-growth environment. Our commitment to innovation and collaboration ensures that every employee can contribute meaningfully while benefiting from a supportive work culture that values both individual and team success.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Technical Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swap. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Swap before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Technical Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Swap:Your cover letter is your chance to shine! Tell us why you want to work at Swap specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Swap!
How to prepare for a job interview at Swap
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
