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.
Head of Customer Support | 30 - 38.5 hours | SaaS | Hybrid
Who we are:
Who you are:
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.
Purpose of the role
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
Are you ready for this?
- 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.
Our stack/How we work:
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.
What you’ll find:
- 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 😉
What you won’t find at Swat.io:
Annoying micro-management
Office politics
Lengthy coordination and approval processes
Monotonous tasks and boring work
Egos and bullshit
Our process:
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.
Meet Your Team
![customer-support-team-job-ad.jpg](https://swat.io/wp-content/uploads/2024/07/customer-support-team-job-ad.jpg)
Why you Should Work at Swat.io
![Emoji](https://swat.io/wp-content/themes/swatio/img/emoji/animated/hundred_points.gif)
Remarkable People
Achievers & Doers
Flexible Working Hours
Educational Budget
Family Friendly
Hybrid Work Mode
Team Activities
Green Heart
Frequently Asked Questions
What should my application look like?
Our job posting got your attention – great! We are looking forward to getting to know you better. Show us who you are – we are interested in your personality and how you fit into our team.
Please follow the link in the job ad to upload your CV and tell us in your own words why you think you want to be part of our Swat.io Crew.
We are also always happy to receive videos and/or work samples from you. If you want to send us a video, you can record it while submitting your application in our applicant tracking system. You can also upload it to Google Drive or YouTube and share the link with us.
Should my application be written in English or German?
We are an international team and our company language is English – however, certain positions require business fluent German skills (e.g. positions in Customer Support, Marketing and Sales Teams) and for those we kindly ask you to hand in your application in German. As a rule of thumb: follow the job ad's language for your application documents.
What does the recruitment process look like?
- After you have completed your application, we will contact you within 1 week with the invitation for a short call. Even if a Job Description is written in German, please don’t be surprised, that the first contact is in English as it is our company language.
- The interview: Let’s find out more about each other – our 1st round will be a 60-minute video call where you meet your future Team Manager and your People Manager.
- In-depth Interview/Trial Day: For some positions, you will receive questions and tasks from us which we ask you to work on in advance and prepare for the interview. You will get to know various colleagues from our team, present the tasks to them or work with them on tasks for your potential future role and get deep insights into how we work. During this step or afterward, you will also meet our CEO, Johannes, for a chat.
- Offer: You have convinced us with your professional and social skills and we think you will complete our team perfectly.
You will then receive an offer from us which will hopefully lead to a contract signing.
- Welcome aboard! You will receive all contract documents from us and we will start to prepare your onboarding. We will pair you up with your own personal buddy so that you feel welcome right from the start and ready to reinforce our values from your first day with us!
When should I expect a response and how long does the recruitment process take?
The current average duration from application to signed contract is about 1,5 months. If you need feedback really fast, please communicate this with us from the beginning, we can consider this during our planning. Mostly closing dates for all open positions are as soon as possible, but it is more important for us to find a perfect fit.
Are there on-site meetings/interviews at the Swat.io office?
Most of our team members work remotely and there are a few regulars in the office. Some teams gather together for certain occasions like brainstorming, co-working, socializing, and after-work activities.
We also offer our candidates to come by the office for one of the steps of the recruiting process. It can be for an assessment, to meet the team, or to pick up the equipment but there is always an option to meet some of us in person.
I have been invited to a video interview with you – how can I prepare?
We schedule most of our video-calls with Google Meet, Zoom or Around. Make sure you are familiar with the tool if you have never used it before, ensure a steady internet connection and check your microphone/speakers.
What is the company language?
With team members from over 12 countries, we are very international. For this reason, our company language is English and all internal communications happen in English. Nevertheless, as the majority of our clients are German speaking, some teams operate in German, f.e. Finance & Operations, Marketing, Sales and Support. Communication within the company happens in English for them as well.
Want to Know More About our Culture?
![Emoji](https://swat.io/wp-content/themes/swatio/img/emoji/animated/birthday_cake.gif)
Come as you Are and Believe in Yourself!
![Emoji](https://swat.io/wp-content/themes/swatio/img/emoji/animated/flexed_biceps.gif)
If you Have any Questions, Reach out to our People Manager, Jane Trishina
![Jane](https://swat.io/wp-content/uploads/2021/10/Jane-1-1080x1080.jpg)