Customer Operations Manager
Posted 2 months ago Expired
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Upload Your ResumeAbout This Role
Lead the strategy and execution of the post-sale experience for customers using a depositions product within a fast-paced SaaS environment, managing a team of Customer Success and Customer Support Associates.
Responsibilities
- Manage and align goals for Customer Success Associates (CSAs) to ensure high engagement and long-term retention
- Become a product expert, answering functionality questions and diagnosing customer challenges
- Analyze usage trends and recommend tailored workflows to maximize customer ROI
- Create and maintain customer-facing content such as notice templates, best practices, guides, and training materials
- Collaborate cross-functionally to ensure education materials align with new product features and Go-to-Market efforts
- Partner with Sales, Marketing, and Implementation to support product rollouts, onboarding journeys, and expansion opportunities
- Provide ground-level customer insights that help shape the organization’s Go-to-Market strategy
- Troubleshoot technical or workflow issues and route them to the correct internal teams for resolution
- Manage a team of customer support specialists who help with live deposition events
- Help create processes that streamline and optimize support through phone, email, and chat
Requirements
- 3+ years of experience in customer success or technical support in a SaaS environment
- Previous people-management experience with a track record of developing and scaling customer-facing teams
- Exceptional written and verbal communication skills
- Strong organizational habits with ability to stay proactive, responsive, and calm under pressure
- Professionalism and confidence when navigating challenging or escalated conversations
- A bias toward action, curiosity, and continual improvement
- Resilience and adaptability suited to a dynamic, startup-like environment
Qualifications
- 3+ years of experience in customer success or technical support, ideally in a fast-paced SaaS environment
Skills
* Required skills
Benefits
About Swooped
A rapidly growing, AI-powered customer communications platform used by thousands of companies worldwide to drive revenue, achieve faster resolutions, and scale effectively. The organization integrates voice, SMS, WhatsApp, and AI into a single, seamless workspace.