• Act as the “Voice of CX", raising key needs during planning • Partner with Leadership to understand the business processes, pain points, and goals of the organization • Manage a team of support associates, provide training, onboarding, and measure performance • Interview and help scale the support team • Maintain and promote company best practices and standards for support • Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools • Work with vendor and industry partners to streamline communication and alerts between systems • Help to continuously develop and expand processes in order to streamline CX workflows

• Investigate and resolve invoice queries with precision and accountability, ensuring every client receives clear, accurate information. • Manage client inquiries end‑to‑end by owning the problem until resolution, collaborating with Finance, Product, and HR Operations teams along the way. • Analyse patterns and trends in client queries to identify process gaps and recommend data‑driven improvements. • Troubleshoot platform issues and guide clients and talents through solutions that restore full functionality quickly. • Educate clients and internal teams by creating or updating clear, practical knowledge documentation. • Maintain a helicopter view across multiple ongoing client cases, prioritising effectively while keeping both empathy and efficiency in focus.

Role Description The Technical Support Representative is part of the Customer Success department at Swiftly and works directly with Swiftly customers and cross-functional partners to ensure our customer transit agencies are happy and find immense value in the tools that Swiftly provides. - Support internal and external customers in many aspects of their journey at Swiftly. - Work with sales teams to ensure prospect accounts successfully leverage the Swiftly platform during product demonstrations and pilots. - Assist new customers during their implementation and onboarding phase to ensure their data, integrations, and hardware are integrated correctly. - Help existing customers solve problems, answer questions, and troubleshoot bugs and technical issues as they arise. - Seek to thoroughly understand customer needs and apply skills to solve problems. - Apply a keen analytical eye to spot trends and work within tools and cross-functional teams to prevent repetitive work. - Passionate about improving mobility in the communities served. - Thrive on getting creative to solve problems. What You'll Do - Become an expert on Swiftly’s suite of solutions and assist customers on issues and concerns. - Quickly and accurately handle all levels of technical support communications across multiple channels. - Take end-to-end ownership of issues, following through until reaching an appropriate resolution. - Handle daily technical support requests from customers, including bugs, technical issues, product questions, feature requests, and account creation. - Serve as technical support for Swiftly and assist in troubleshooting hardware issues. - Train and optimize the email AI agent by updating its knowledge through written content, documentation, and video recordings. - Lead troubleshooting of bugs and document and partner with Product and Engineering teams for resolution. - Investigate and solve complex data questions. - Build relationships with other departments to solve technical and non-technical challenges. - Create and maintain internal and customer-facing technical support documentation and resources. - Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues. - Be the customer advocate, serving as their eyes, ears, and heart at Swiftly. Qualifications - 2+ years of experience working with Enterprise SaaS customers or in the transit or transportation industry. - Strong written and verbal communicator. - Love working with customers (internal and external) and setting them up for success. - Strong empathy and patience. - Tireless investigator who owns issues until resolution. - Constantly seeks to create efficiencies and uses AI to enhance work efficiency. - Desire to solve challenges creatively. - Comfortable working with software and occasionally hardware (GPS units for buses and trains). - Interest in transit. - Experience and passion for content writing for a knowledge base is a plus. - Experience with data analysis and data visualization tools is a plus (Google Sheets, Google Data Studio, Amplitude). - Basic skills in Java, Python, or SQL are a plus. Requirements - Remote position, specifically looking for candidates on the West Coast or those who can work in the Pacific timezone (PDT). Benefits - Competitive salary - Equity compensation for every employee - Medical, Dental, and Vision - Retirement with Employer Match - Flexible Spending Account (FSA) - Home office setup reimbursement - Monthly cell/internet reimbursement - Monthly "Be Well" stipend - Flexible PTO with a recommended minimum - Flexible work environment - 16 paid holidays, including holidays in months without US national holidays - 8 fully paid weeks of leave for childbirth/adoption

Title: Customer Support Specialist Location: Nashville TN US Type: Part-time Workplace: Hybrid remote Job Description: Eleven Eleven is a fast-growing women’s apparel and lifestyle brand based in Nashville, Tennessee. We’re looking for a part-time Customer Support Specialist to own day-to-day customer communication and help maintain a high-quality, consistent customer experience as we continue to grow. This role is customer-facing, detail-oriented, and critical to protecting the brand’s reputation. You’ll be the front line for customer questions, issues, and edge-case situations and will be trusted to handle them professionally and thoughtfully. About the Role You will manage and respond to customer inquiries across all support channels, ensuring customers receive timely, clear, and on-brand communication. You’ll also assist with escalations, order issues, and moments that require calm, solution-oriented thinking. This is a hands-on role with real responsibility. In-person availability in Nashville is preferred, but remote candidates will be considered. Responsibilities - Oversee and manage all customer support channels - Provide email support for customer questions, orders, and issues - Respond to SMS replies from campaigns and customer inquiries - Provide phone support (as needed) - Handle customer escalations and crisis-level situations with professionalism - Issue refunds, replacements, and reshipments when appropriate - Manage a monthly customer support budget allocated for refunds and reshipments - Ensure all customer communication feels thoughtful, clear, and aligned with the brand - Identify recurring issues and flag them to the team for resolutiong - Manage customer-related communication with our fulfillment warehouse, including lost packages, delivery disputes, and warehouse-related issues - Coordinate with management and operations on how to handle edge cases and non-standard customer situations - Prepare monthly reporting on customer support trends, recurring issues, and opportunities for improvement across the business - Analyze returns data to identify common reasons for returns and share insights with the product development team to improve future products - Communicate quality control issues and customer feedback directly to the production team, helping inform improvements in materials, fit, and execution - Requirements Qualifications - Bachelors Degree or higher - Experience in customer support, customer experience, or a similar role preferred - Strong written and verbal communication skills - Calm under pressure with the ability to handle sensitive or escalated situations - Highly organized and detail-oriented - Comfortable making judgment calls within guidelines - Professional, personable, and reliable - Experience in e-commerce or retail support is preferred - - What This Role Requires - Strong sense of ownership over customer experience - Consistency and responsiveness - Good judgment and accountability - Comfort working independently with clear expectations - This role is ideal for someone who takes pride in delivering a great customer experience and understands how important customer trust is to a growing brand. Benefits - Unlimited PTO - Take the time you need! Rest, recharge, and come back inspired. - Summer Fridays - Log off early on Fridays all summer long. - Mental Health & Sick Days - No questions asked. Your well-being, mind and body, always comes first. - - - Employee Discounts - Enjoy 40% off all full-price items. Your closet (and your wallet) will thank you.