Customer Service Lead

About The RoleOur client is launching a new business unit and is looking for an experienced Customer Support Lead to build and manage customer support operations for this next chapter.This role will handle inbound customer inquiries while designing the processes, tools, and documentation that define how the new business unit delivers world-class support. The individual will collaborate closely with the broader Product, Engineering, and Operations teams, but will own the support motion for the new unit end to end — creating the structure that scales as the business grows.Key ResponsibilitiesManage and resolve inbound customer requests for the new business unit through chat, email, and helpdesk tools.Develop and refine support processes, SLAs, and escalation paths.Create and maintain customer-facing help center content and internal documentation.Partner with Product and Engineering to identify and escalate bugs or workflow issues.Analyze trends in support requests and provide actionable insights to improve product experience.Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.).Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT).Required Qualifications3–5+ years in customer support at a B2B SaaS company.Experience standing up support processes or teams in an early or growth-stage environment.Strong communication skills with empathy, clarity, and attention to detail.Technical aptitude for understanding product workflows and troubleshooting issues.Comfort collaborating cross-functionally in a fast-paced environment.Preferred QualificationsExperience in Property Management, Vacation Rentals, or Hospitality SaaS.Background in fast-scaling startups or new business launches.Familiarity with self-service support systems (knowledge bases, automations, chatbots).A passion for creating customer experiences that blend hospitality and technology.Why This RoleThis role plays a critical part in shaping how the new business unit supports customers — balancing the agility of a startup launch with the backing and stability of the organization's brand. This is a chance to build a scalable support operation from the ground up, while staying close to customers and their day-to-day experience.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”