VP, Customer Care & Support

Swooped is a Talent Platform (not a staffing agency). The role is with a leading platform for expecting and new families, serving over 10 million shoppers annually. The company has expanded from a universal registry into a full ecosystem—including Shop, Health, Money, showrooms, and branded content—reshaping the kids and baby market with a modern, AI-forward approach.

About the Role

This position leads the customer support organization end-to-end across multiple product lines, setting the strategy for the operating model, policies, and team structure. The VP of Customer Care and Support reports directly to the CFO/COO, overseeing two direct reports and a broader team of 100+ (a mix of internal and outsourced staff) with the opportunity to build and shape the organization to align with long-term company ambitions.

Responsibilities

• Set the strategy and operating model for support across the company, translating it into staffing, structure, and incident-reduction initiatives.
• Build the operating model for how AI and human agents collaborate, shifting agent time from low-value tickets to high-impact customer interactions.
• Develop and drive customer support policies, support channels, and SLAs, working cross-functionally to implement changes.
• Partner with Fulfillment, Operations Engineering, and Business Operations teams as a sophisticated stakeholder on support tooling and AI systems.
• Represent the customer in cross-functional forums, ensuring consistency between marketing and support channels.
• Continually evaluate and evolve the organizational structure to support analytics and operations as the company’s experience grows.

Requirements

• Experience running customer support for a complex, multi-product consumer business at a modern, tech-forward company with expanding surface areas.
• VP-level experience owning support strategy and outcomes for the entire function, with direct accountability to the executive team.
• Proven track record of evolving a support organization, including structural changes and rationale for those decisions.
• Fluency in modern support tooling and AI, with strong opinions on industry trends and what constitutes great support.
• Experience building and leading people leaders through performance cycles, company changes, and long-term growth.
• Ability to articulate support economics in ROI terms, justifying investments where they improve experience and driving efficiency where they don’t.
• Comfort owning customer-facing policies, using benchmarks and data to champion changes with Commercial, Supply Chain, and Finance stakeholders.
• Experience managing complexity in SLAs and queue management across multiple consumer experience and service offerings.
• Proactive use of AI in daily work, with curiosity about emerging tools and their applications.

Preferred Qualifications

• Experience in consumer health or another regulated, privacy-focused support environment.

Pay

Starting salary range: $244,352 to $293,239, plus a 35% annual bonus and competitive equity. Salary is based on location, experience, and qualifications, with increases tied to performance, role growth, and internal pay equity.

Schedule

The company operates as remote-first, with team members across the U.S. and Canada. The team gathers in person twice a year for relationship-building.

Benefits

• Company-paid medical, dental, and vision insurance.
• Retirement savings plan with company matching and flexible spending accounts.
• Generous paid parental leave and PTO.
• Winter Wonder Week: a paid company-wide week off at the end of the year.
• Remote work stipend for home office setup.
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning.

Culture

• Work with focus and intention, prioritizing balance and recharge.
• Investment in exceptional management and tools to foster colleague connections.
• AI is integrated into daily work, with leading tools provided from day one to streamline tasks and enhance judgment.
• Commitment to career progression and performance-based advancement.
• Building products that positively impact millions of lives.