Head of Customer Support | 30 - 38.5 hours | SaaS | Hybrid

Swat.io is a Software-as-a-Service product that supports marketers in Social Media Publishing and Community Management. We are proud to be an independent and self-financed product-led company and hence focus on building a product that users actually love.

With our Social Media Management tool, we enable, among others, NGOs, Newspapers, and Public Transportation Services, to manage their Social Media channels in one place

Today, our goal is to reach a 10 million ARR, all while prioritizing quality over quantity, bringing exceptional team members aboard, and fostering a remarkable culture. Revenue follows quality - not the other way around. 

As our Head of Customer Support, you will be responsible for the entire Customer Support, leading your 4-person team. You will ensure that we maintain high customer satisfaction while continuously evolving the team to keep it future-ready.

The role is 50 % hands-on and 50 % strategic. You roll up your sleeves and pitch in when necessary. At the same time you envision how a modern support team can look in 2024 and beyond and make things happen.

As part of Swat.io’s leadership team, you will work closely with the other team leads and the management board, sharing responsibility for the overall success of the company and driving Swat.io's strategy forward together.

Within the first months in this role, we want you to understand Swat.io as a company, the industry as well as our product and the other teams. After that, you will develop a strategy to take our customer support to a new level and prepare it for Swat.io’s future path, envision how to expand the team's profile so it will, even more, contribute to the company’s strategic goals.

You not only implement the strategy but also continuously evaluate and enhance it, aligning it with agile product development, market changes, and technological advancements to build the support team of the future.

Besides that you also:

• Take responsibility for the team, guiding its daily operations, taking on tasks yourself if necessary, and fostering the team members’ development
• Provide support on complex issues and challenging cases and monitor key performance indicators (KPIs) of the support team and respond proactively to emerging challenges
• Work closely with other team leads, integrating the support team with other teams
• Collaborate closely with the leadership team to shape and contribute actively to the company's strategic development

Due to the internal transfer of our current Head of Customer Support, this position is now open.

We define ready as 

• You bring several years of experience and a passion for Customer Support
• You have prior experience in team leadership and understand the challenges of a leadership role
• You are familiar with the agile environment of the SaaS world and the usual structures and processes in companies like ours
• You can keep a cool head even under pressure
• You are a performance-oriented agile thinker who drives innovation and brings ideas on how Customer Support at Swat.io can look in the future and best contribute to the company's success
• You are a team player with hands-on qualities
• You are fluent in both German and English. Unfortunately, we cannot proceed with your application if your German language skills are not fluent, due to the high number of German-speaking customers and the support provided in German. 

Don’t worry if you don't meet all qualifications. If this opportunity catches your eye and you are passionate about the field of work, we are happy to receive your application. Team fit is as important to us as having the right skills - if we both think we are a good match, we will find a solution and grow together.

• 80% of customer support occurs online (Intercom chat, email), while 20% is conducted via phone/video conferencing.

• We provide customer support in German and English through shift work and on-call availability, whether remote or in-office.

• Strong communication with other team leads and close collaboration with other teams (Development, Product, Marketing, Sales, People, and Operations), regardless of remote or office settings, are essential.

• The entire Swat.io team uses advanced tools like Google Suite & Linear and communicates extensively via Slack, Around & Co., reflecting our remote-first culture.

• Hybrid work mode: You can comfortably work remotely and/or from our Vienna office. Whatever works best for you.
• Monthly Team Lead/Management meetings might take place in the office
• An exciting area of responsibility with high autonomy and room for personal growth
• Space for your own ideas and improvements to our product
• Generous annual educational budget 
• We support family leave for all parents and guarantee your job upon your return
• Top-notch MacBook Pro
• First-class equipment for your home or office workspace, with perfect access to public transport (U4, U6) and the Vienna bike network (Vienna, Austria)
• We offer a full-time position with an annual gross salary starting at EUR 65,000 (for 38.5 hours/week). We will discuss your final salary and an additional performance-based bonus depending on your profile and skills.
• Team activities, internal knowledge sharing, and company events where all Swaties from around the world come together and celebrate
• If you work in Austria, we support an annual pass for public transportation (Vienna Lines) or a part of the climate ticket
• The preferred starting date is asap, but we are ready to wait for our perfect candidate 😉

• Annoying micro-management

• Office politics

• Lengthy coordination and approval processes

• Monotonous tasks and boring work

• Egos and bullshit 

Your contact people are Verena, our COO/CFO and direct manager for this role, and Jane, our People & Culture Manager. 

We have the following steps:

CV screening & short call with Jane -> "Get to Know Us" interview with Verena & Jane -> Team interview(s) -> Assessment + meeting the team -> Meeting our Management Board -> Offer & Open questions > Happy Start with us 

If you have questions about us and our culture, our Team, or our recruiting process, check out our company page.