Customer Support Manager - APAC - Remote

Overview

As a Customer Support Manager at Swapcard, you will lead and mentor the APAC Customer Care Team to deliver exceptional service and achieve performance targets, while fostering a culture of flexibility and inclusion in a fully remote environment.

In Short

• Lead, motivate, and mentor the APAC Customer Care Team.
• Conduct regular team meetings and performance reviews.
• Make strategic decisions aligned with business objectives.
• Monitor and optimize support processes.
• Collaborate with other departments on shared projects.
• Manage resources effectively within the team.
• Identify skill gaps and provide training.
• Fluent in English; other languages appreciated.
• Tech-savvy with knowledge of customer service tools.
• Passionate about using AI to enhance customer experience.

Requirements

• Minimum of 2 years of managerial experience.
• Experience in leading customer support in a SaaS business.
• Strong focus on customer experience improvements.
• Ability to work autonomously within a global team.
• Highly empathetic and emotionally intelligent.
• Excited to embrace challenges and long-term goals.
• Knowledge of customer service tools and ticketing systems.
• Bonus for passion in utilizing AI for process improvements.

Benefits

• Fully remote work opportunities.
• Flexible work culture.
• Diverse team with 42 nationalities.
• Opportunities for professional growth and development.