Customer Service Manager

Los Angeles
Sales & Business Development
Full-time
Swoop has provided hundreds of thousands passengers rides all over the U.S., becoming one of LA’s fastest growing startups. We’re tackling this head-on by centralizing the $40B group mobility industry so groups from any type of event (corporations, venues, experience destinations) can instantly book a trip from a local operator.
 
We're backed exclusively by Silicon Valley VCs and angels – and growing fast.

Swoop is looking for underdogs who enjoy a fast-paced, hard-working environment of builders to join our team in Los Angeles. We have the resources and the appetite to conquer the $40b group mobility space and are in need of versatile hustlers to help us. If you are ready to get your hands dirty and make a real impact, apply to join the rocketship.

Job Description

We are looking for our Customer Service Manager to join Swoop. You will work with theFounder and be responsible for helping lead aspects of customer service including hiring and training support agents and creating process improvements to support Swoop’s success. This is a rare opportunity to be part of a fast growing team that will influence both the culture of the office and the future of Swoop’s support operations.

Responsibilities

    • Work with the Founder on setting the overall direction of operation functions within Swoop, including developing support process, policy, and performance standards
    • Lead, motivate, and develop support agents within a time-sensitive and demanding environment to deliver on customer service KPIs
    • Manage all customer-facing communication post-ride 
    • Respond to our customers’ questions related to our product and problems with the product
    • Create and update user guides, FAQs, and How-To videos
    • Measure and evaluate support processes and drive continuous process improvement with eye towards user satisfaction
    • Provide feedback to the product and engineering teams relative to problems encountered and possible improvements to our systems
    • Set the tone for a culture that puts the customer first, even if that means rolling up your sleeves and assisting with frontline work

Requirements

    • Bachelor’s degree with 2-4 years of experience
    • Experience in a fast-paced customer support environment
    • Strong organizational skills and high level of comfort in analytical problem-solving
    • BONUS: Proficient in Call Center Management Tools of the trade (Workforce Management, Quality Assurance, Ticketing Systems)
    • Strong critical thinking ability on technical & non-technical issues
    • Ability to drive and improves call center performance

Personality Traits

    • Customer-First: You embrace roles related to the customer and put the customer first; this opportunity represents a career path that makes you passionate in what you’re doing 
    • Creative: Tailoring the right solution for a variety of customer requests
    • Curious: You always want to know more and enjoy understanding your clients and what drives their buying decisions
    • Great Communicator: You are a clear, concise and a compelling storyteller. You have excellent written and oral communication and can adapt your style based on your audience
    • Coachable: You know there's always room for improvement. You seek out constructive criticism and opportunities for growth
    • Excellent Attitude: Fearless and positive attitude, willing to take intelligent risks while being a team player and you are resilient in the face of challenges
    • Self-starter: You're always looking for ways to do your job better and take the initiative in understanding how you and the team can be successful
Swoop Perks:
• Help solve meaningful problems, many of which have never been considered before
• Join and early start-up at the beginning of hypergrowth
• WeWork Office in the heart of Silicon Beach
• Flexible working culture
• Competitive salary
• Full benefits (medical, dental, vision)
• Smart (and fun) co-workers
• Free team lunch every weekday