Job Title: Support Lead - L1 & L2 Team Manager

Location: Hybrid/Bangalore

Type of Position: Full time

About Swym (https://www.getswym.com)

At Swym, we are on a mission to help retail brands craft a truly seamless omni-channel experience for their customers. Fueled by an accelerating shift to online retail, we are on an exciting growth path with over 48,000 merchants across 100+ countries using our products.
We work hard as a fully remote team, collaborate async in autonomous fashion, and take ownership of what we do. We operate at a significant global scale, but given the size of the opportunity ahead of us, we are just scratching the surface - there is plenty left to do.

Position Overview:

As a Support Lead, you will manage both L1 and L2 Support Engineers, ensuring the seamless functioning of the support team and the highest level of service for our customers. You will oversee the day-to-day operations, provide guidance and mentorship to your team, and act as a liaison between the support team and the Support Manager.

Key Responsibilities:

• Lead and manage the L1 and L2 Support teams, ensuring efficient handling of customer inquiries and escalations.
• Monitor support metrics, track team performance, and implement improvements to enhance customer experience and team efficiency.
• Serve as a point of escalation for complex or unresolved issues and work with the engineering and product teams to ensure effective resolution.
• Collaborate with the Support Manager to identify training needs and conduct regular coaching sessions for team members.
• Develop and maintain documentation, playbooks, and best practices to improve the consistency of support.
• Foster a collaborative team culture, promoting continuous learning and innovation in support processes.
• Ensure a smooth handoff between L1 and L2 teams and the proper escalation of issues.
• Provide regular updates and reports to the Support Manager, highlighting key metrics, challenges, and opportunities for improvement.

Qualifications:

• Strong passion for helping others succeed, both customers and team members.
• Previous experience managing or leading a technical support team.
• Hands-on experience in technical support roles, ideally across both L1 and L2 levels.
• Deep understanding of web technologies (HTML, CSS) and experience troubleshooting complex technical issues.
• Exceptional communication skills in English, with the ability to manage cross-functional relationships.
• Strong leadership, organizational, and problem-solving skills, with a focus on team development.
• Ability to execute tasks with precision while maintaining a high standard of quality.

Our Vibe - What We're All About:

We're a close-knit crew that never forgot our scrappy startup roots. We're exploding with growth, and are on the lookout for people who share our vision for shaping Swym's future.
At Swym, our DNA is built on teamwork, personal growth, and striking the perfect work-life balance. We value work, but we cherish life's other adventures too. We're always leveling up, and trust among our team is sacred. Teamwork is our superpower, and we're all about lifting each other up to reach new heights.

Benefits:

• Time Off: Enjoy 20 days of PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays.
• Competitive compensation: Competitive pay and stock options are available for all.
• Health & fitness: We've got your health covered, including fitness classes for your well-being.
• Employee Wellness & Assistance Program: Your well-being matters. We've got you covered with professional counseling services, because we all need a little help sometimes.

Deal Breakers:

We want to be upfront about what it takes to thrive at Swym.

• Passion for impact: If you're not passionate about making a real impact on the future of e-commerce, or do not constantly think about concrete outcomes for your work, this isn't the right fit
• Clear communication skills: We are remote-first company with emphasis on asynchronous communication, so you need to be able to write well and articulate your thoughts concisely and without fillers
• Eager to learn: We expect you to be hungry for knowledge and growth, ready to learn and to teach
• Adaptable and innovative: We don’t provide cookie-cutter roles or templates for growth; we need you to embrace ambiguity and keep defining your role as you grow.
• Challenging environment: This isn’t a laid-back job. It’s meant to be one of the most rewarding challenges of your career.

Interview Process:

• Resume Screening
• Round 1 - Introductory Questionnaire
• Round 2 - Introductory Call - 30 minutes
• Round 2 - Panel Call 1 - 45 minutes
• Round 4 - Panel Call 2 - 45 minutes
• Round 5 - HR Call - 45 minutes

Conclusion:

The Support Lead - L1 & L2 Team Manager role isn't just a job; it's your invitation to be part of an epic journey at Swym (https://www.getswym.com). You'll be the catalyst behind our journey to greatness, and your impact will be legendary. If you're ready to seize the opportunity of a lifetime and help shape the future of e-commerce, this is your moment!