Customer Support Lead

About Swish Breaks and the Role

Swish Breaks is rapidly expanding in the live commerce sector, engaging collectors through platforms like Whatnot, Fanatics Live, TikTok Shop, and its own SwishX digital platform. The company is seeking a Customer Support Lead to establish and develop the customer support operations for SwishX, ensuring seamless service standards and escalating processes that enhance trust, loyalty, and overall member satisfaction.

Key Responsibilities

• Develop unified customer experience protocols across SwishX and Swish LIVE to maintain consistent support across all purchasing avenues.
• Initiate SwishX support infrastructure including workflows, quality benchmarks, knowledge base, and ticketing systems.
• Transform every customer interaction into a loyalty-building opportunity by delivering timely, empathetic solutions and scalable support resources.
• Consolidate data on customer issues to facilitate root-cause analysis and ongoing improvements with Operations and Fulfillment teams.
• Advance the customer support function from reactive problem-solving to proactive member success strategies in line with business growth.

Qualifications and Experience

• 3 to 5 years of experience in customer success, support, or customer experience roles, preferably within ecommerce, marketplaces, live commerce, or startup environments.
• Hands-on experience with customer service ticketing platforms such as Zendesk, Gorgias, Intercom, or similar.
• Proven ability to establish customer support processes, including SOPs and efficient workflows from the ground up.
• Strong written communication and analytical skills, utilizing data-driven approaches to enhance the customer experience.
• A composed and empathetic demeanor that converts customer challenges into sustained loyalty.

Additional Advantages

• Background in live shopping, creator marketplaces, ecommerce, sports, or trading card games (TCG).
• Passion for culture-rich environments such as streetwear, sports, gaming, or media, showing dedication to organizational culture.
• A genuine enthusiasm for serving creators, fans, collectors, and the related community beyond just professional engagement.

Work Culture and Values

• Emphasis on championship culture prioritizing speed, accuracy, accountability, and a drama-free environment.
• Leadership culture focused on proactive problem solving and high ownership.
• Open to feedback with a non-egotistical, continuous improvement mindset.
• Fast-paced delivery with strong judgment.
• Automation-first approach using AI wherever possible.
• Preference for in-office work to foster vibrant company culture.

Compensation and Location

The role offers a salary range between $65,000 and $75,000 annually, based in New York, United States, with full-time onsite employment.