Customer Support Lead

Responsibilities

• Build one member experience across SwishX and Swish LIVE, delivering consistent support regardless of where members buy.
• Launch SwishX support from the ground up, including workflows, response standards, knowledge base, and ticketing.
• Turn every support interaction into a loyalty moment through fast, empathetic resolution and scalable support tools.
• Create a single source of truth for customer issues, driving root-cause fixes with Operations and Fulfillment.
• Scale customer support from reactive issue resolution to proactive member success as the business grows.

Experience & Qualifications

• 3–5 years in customer success, support, or customer experience, ideally in ecommerce, marketplaces, live commerce, or startups.
• Experience with ticketing platforms like Zendesk, Gorgias, Intercom, or similar.
• A track record of building support processes, SOPs, and workflows from the ground up.
• Strong written communication, analytical skills, and the ability to use data to improve the customer experience.
• A calm, empathetic approach that turns customer issues into long-term loyalty.

Bonus Points

• Experience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG
• You are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)
• You love creators, fans, collectors, and the culture that surrounds them — this isn’t just a job to you

How We Work

• Model championship culture: speed, precision, no ego, no drama, high accountability
• High ownership: Leaders here solve, not wait
• No ego: We review, take feedback, fix mistakes fast
• Speed + judgment: You ship constantly
• AI-first: If it can be automated, you automate it
• In-office energy: Culture doesn’t build itself on Zoom

Pay

Compensation Range: $65K - $75K