Director, Technical Support

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions.

About the Opportunity

The organization is building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. This is an AI-native organization. Every team member is expected to leverage AI daily, and AI fluency is evaluated as part of the hiring process. Join to help redefine what's possible.

About Us

The organization is on a mission to make the world more productive. The platform simplifies work and collaboration for teams of all sizes. As the organization continues to scale, it is looking for a proven technical support leader to own and elevate the entire technical support experience, ensuring customers receive expert, efficient resolution to their most complex challenges.

Responsibilities

• Total Ownership of Technical Support: Lead the technical support function, including strategy, team performance, tooling, and customer outcomes.
• Product & Engineering Partnership: Collaborate closely with Product and Engineering to drive customer outcomes and product quality.
• Strategy & AI-Native Scaling: Define and implement a vision for world-class technical support, leveraging AI tools and automation to scale operations.
• Operational Excellence: Ensure high standards of operational efficiency, using metrics to inform strategy and prioritize investments.

Requirements

• 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies.
• Proven track record of building and scaling high-performing global technical support teams.
• Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality.
• AI-native mindset with demonstrated success using AI tools and automation to scale operations and improve quality.
• Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting.
• Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable.
• Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD.
• Strategic thinker who can zoom out to set direction and zoom in to solve problems when needed.
• Passion for building exceptional customer experiences and developing talent.

Unsure if all qualifications are met but deeply excited about the role? The organization hires based on ambition, grit, and a passion for improving the way people work. If this role seems like the right fit, application is encouraged. The organization assesses every candidate based on the potential impact they can have. The best people are hired for the job and supported in their journey to build their boldest career.

Please note the organization is unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time.