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SWIVEL is a new transaction enablement company launched from SWBC in 2022. We're looking for new SWIVELERS!
Support Operations Specialist
Location
Michigan + 1 moreAll locations: Michigan | Texas
Posted
80 days ago
Salary
0
Seniority
Senior
Job Description
Support Operations Specialist
SWIVEL
• Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals. • Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations. • Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes. • Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors. • Translate business needs into technical requirements and ensure the voice of the customer is represented. • Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction. • Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements. • Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance. • Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge. • Implement governance models, feedback loops, and continuous improvement processes.
Job Requirements
- Bachelors degree in Business Administration, Finance, Management Information Systems (MIS), or related fields.
- Minimum of five (5) years of generalized experience in customer support, support operations, or service design, with a proven track record of leading cross-functional initiatives.
- Minimum of two (2) years of specialized experience in the financial institution industry, a SaaS or technology industry, or project management.
- Ability to think strategically while maintaining a hands-on approach to problem solving.
- Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.
- Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
- Possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint and SaaS applications.
- Able to lift 10 - 20 lbs. of binders, paper, and/or files.
- Able to sit for long periods of time while executing computer applications, speaking with clients or providing assistance to team members.
Benefits
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
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