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

Who we are:

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.

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

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.

Are you ready for this?

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.

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

Why you Should Work at Swat.io

Remarkable People

We bring together remarkable people with different interests and skillsets.

Achievers & Doers

We do our best work and enable each other to do the same. We put arguments before egos.

Flexible Working Hours

Work as flexibly as you want within your agreed working hour scheme.

Educational Budget

We are lifelong learners and we create the environment where you get challenged and can learn and grow.

Family Friendly

We understand the importance of family time and your presence during milestones of your kids' life.

Hybrid Work Mode

Do you prefer to work from home or from the office? Want to combine both? Whatever works best for you!

Team Activities

We celebrate our successes together, support team get-togethers and organise events.

Green Heart

We stay down to earth and support climate friendly means of transportation by providing an annual public transport ticket.

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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.