Manager, Technical Support
swap
Híbrido
London
Technical Support
Account Manager
Product Owner
Job Score
100 pts
Hybrid model (+80)
Technical Support (+10)
Account Manager (+10)
Product Owner (+10)
About Swap
Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.
Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.
At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.
About the role
We’re hiring a Technical Support Manager to provide senior, cross-product technical leadership across Swap’s Support organisation. This is a horizontal, high-impact role focused on technical escalation ownership, operational consistency, and scaling Technical Support (particularly in the US) as our customer base and product suite grow. You’ll act as the senior technical authority within Support driving prioritisation, improving technical readiness, and strengthening collaboration across Product and Engineering.
This role blends strategic oversight with hands-on execution and people leadership. This is not a product-specific role. You’ll operate across products, regions, and teams to ensure a clear technical ownership of complex, high-impact escalations, strong prioritisation and structured escalation pathways. Operational consistency as headcount and complexity grow and scalable systems, processes, and tooling for Technical Support. You’ll complement our global leadership by adding strong day-to-day technical management and execution as the team expands.
What You Will Do
Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and increasing scale.
Act as a senior technical authority across products, setting standards for troubleshooting, root-cause analysis, and resolution quality.
Partner with Product and Engineering on readiness reviews, risk identification, and support impact for roadmap changes.
Support a follow-the-sun model, ensuring consistent technical coverage and decision-making across regions.
Serve as the primary owner for high-severity, high-visibility, and executive technical escalations across regions and products.
Define and drive clear prioritisation frameworks for incidents, escalations, and competing customer needs.
Coordinate cross-functionally to ensure fast, durable resolutions and strong post-incident learning and follow-up.
What we would like to see
Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US.
Build clarity around ownership, expectations, and career progression within Technical Support.
Raise the bar for technical capability, operational maturity, and customer impact across the team.
Establish and maintain consistent global processes for escalations, incident management, and cross-team communication.
Partner with Support Operations to improve tooling, workflows, and metrics that enable scale.
Use data and trends to monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions.
Lead the adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection.
Partner with Support Operations, Product, and Engineering to design and implement automations that improve speed, consistency, and scalability.
Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing for agents.
Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements.
Nice to have
Experience in ecommerce, logistics, or post-purchase platforms.
Experience operating global or follow-the-sun support teams.
Familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection.
Experience in a scale-up or hyper-growth environment.
Diversity & Equal Opportunities:
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.
What did you think of this job?
Loading comments...
About Technical Support
Technical Support is essential to ensure customer satisfaction and retention. Support professionals resolve technical issues, document solutions, and identify patterns that can lead to product improvements.
Key skills include troubleshooting, customer service, technical documentation, ITIL knowledge, and ticketing tools (Zendesk, Freshdesk, Intercom).
Technical support has evolved from a reactive to a proactive function, with high-level professionals working in Customer Engineering and Support Engineering.
About Account Manager
The Account Manager is the professional responsible for managing and expanding the relationship with clients after the sale. They act as a strategic partner, ensuring satisfaction, retention, and account growth, connecting client needs with company solutions.
Key skills include relationship management, negotiation, upsell and cross-sell, contract renewal, account planning, business reviews, metrics analysis (NPS, churn, LTV), and CRM knowledge (Salesforce, HubSpot). Communication, empathy, and business vision are fundamental differentiators.
Account Managers in technology and SaaS companies are highly valued, especially those who can increase recurring revenue (MRR/ARR) through account expansion and churn prevention. The field offers opportunities from account executive to director of accounts, with a focus on strategic relationship, revenue growth, and customer success.
About Product Owner
The Product Owner (PO) is the professional responsible for maximizing the value of the product delivered by the development team. They act as the voice of the customer and stakeholders, managing and prioritizing the product backlog, defining clear user stories, and ensuring the team works on the most valuable items for the business.
Key skills include backlog management, user story writing, prioritization (Mascow, RICE), agile methodologies (Scrum, Kanban), and stakeholder communication. Knowledge of tools like Jira, Trello, Azure DevOps, and Miro is essential.
Product Owners are highly sought-after professionals in the technology market, working collaboratively with Scrum Masters, Product Managers, and engineering teams to drive agility and continuous value delivery.
Discover Other Areas
Understand the scope of work, key skills, and tools used in different career areas.
About Blockchain
The Blockchain area involves the development and implementation of secure and distributed transaction ledgers. Professionals in this field work with smart contract development, cryptography, consensus algorithms, and platforms such as Ethereum, Hyperledger, and Solana, ensuring security and decentralization for various types of applications.
About Digital Marketing
Digital Marketing is a constantly expanding field, driven by e-commerce growth and the need for a strong digital presence. Marketing professionals master tools like Google Ads, Meta Ads, HubSpot, Google Analytics, and automation platforms.
Most sought-after specializations include Growth Marketing, Performance, SEO, Content Marketing, and Growth Hacking. The combination of creativity with data analysis is the most valued differentiator in the market.
The market offers opportunities in both agencies and technology companies, with competitive salaries and remote work possibilities.
About Customer Success
Customer Success is the area responsible for ensuring clients achieve their goals when using the product or service. It is a strategic function for retention, expansion, and customer satisfaction.
Key skills include account management, churn analysis, NPS, onboarding, upsell, and cross-sell. Knowledge of CS tools like Gainsight, Totango, and ChurnZero is a differentiator.
CS is becoming increasingly strategic in SaaS companies, with professionals directly contributing to recurring revenue growth (MRR/ARR).
About Information Security
The Information Security area is one of the most strategic and in-demand fields in the technology market. With the rise of cyberattacks, data breaches, and regulations like LGPD and GDPR, companies of all sizes invest heavily in professionals who can protect their digital assets.
Key specializations include Network Security, Cloud Security (AWS, Azure, GCP), Offensive Security (Penetration Testing, Red Team), Defensive Security (SOC, Blue Team), AppSec, and Security Governance. Tools like SIEM (Splunk, QRadar), firewalls, EDR, and Vulnerability Management platforms are essential.
Certifications like CISSP, CEH, OSCP, CompTIA Security+, and AWS Security Specialty are important differentiators. Information security professionals are among the highest-paid in the sector, with growing demand especially in fintechs, healthtechs, and large enterprises.
About Systems Analyst
The Systems Analyst is the professional responsible for analyzing, designing, and implementing technology solutions that meet business needs. They act as a bridge between business areas and the development team, ensuring that systems deliver real value to the organization.
Key skills include requirements gathering and analysis, process modeling (BPMN), data modeling, technical and functional documentation, system integration (APIs, microservices), and knowledge of ERPs and CRMs. Tools like Jira, Confluence, Visio, and project management platforms are essential.
Systems Analysts in technology companies are highly valued, especially those who master agile requirements analysis (user stories, backlog), system integration, and solution architecture. The field offers opportunities from junior analyst to solution architect, with a focus on efficiency, quality, and technological innovation.
Comments 0