VP of Customer Support

Swyft Filings is searching for an experienced leader of Customer Support to further improve our highly-rated customer service teams. This individual will create operating procedures intended to increase customer satisfaction across various lines of business while providing a more metric-driven approach to guiding our teams. This person will also work closely with the team leads and the training department to continually improve the customer experience and provide insight from customers to further improve their experience. Finally, this person will bring us best-in-class tools to further automate some customer service functions to allow us to scale while maintaining our high customer satisfaction ratings. Our ideal candidate exhibits strong organizational skills, an analytical mindset, a persistent work style, a strong technology foundation, and is passionate about working with small businesses.

If you’re ready for a significant opportunity to take on meaningful responsibilities, bring innovative ideas to our company, and have the drive to follow them through to completion, you’re exactly who we’re looking for.

About Swyft Filings

Swyft Filings is an online filing service for business formations. More importantly, we’re a company that has helped budding entrepreneurs start over 300,000 new businesses (and counting). We take a complex process and automate it to make it easier for small businesses and individuals to launch their business dreams without having to hire high-priced professionals or worrying about administrative headaches.

Since 2015, we’ve grown from a lawyer and two online entrepreneurs into a team 90 strong – and you can bet we’re not done yet. We’re investment-backed, profitable, and a proud leader in our industry. Our mission is to break down barriers so anyone can follow their dreams and create something special for themselves and their communities.

About You

This position is all about maintaining our highly-rated customer service ratings while we quickly scale. You will be responsible for improving our metric-driven customer service efforts while incorporating best-in-class tools to better improve the customer experience. At Swyft Filings, we know that launching a new business is akin to choosing a life partner or starting a family (fur babies included). As a result, we care more about quality than quantitative metrics and you share that passion to provide the best possible experience for every customer that contacts us.

As such, you’re a self-starter, an analyzer, a problem solver, and a proven leader – someone who can think on their feet, who has an unwavering positive attitude, and who is comfortable taking the initiative in an energetic, fast-paced environment. You can multi-task and juggle between different tasks, all with the goal of improving the customer experience while building a best-in-class service capability.

What You’ll Do

  • Develop appropriate metrics to improve the customer experience while we quickly scale
  • Assist with the oversight of the QA process for the customer service teams
  • Implement best-in-class tools to better empower the customer service teams to provide the best customer experience
  • Investigate and implement best-in-class tools to help automate customer service functions that will allow us to scale while maintaining our customer satisfaction scores
  • Draft, implement and execute policies and procedures to facilitate a quality customer service experience
  • Develop, monitor, and maintain service levels and requirements for the customer services teams
  • Assist with the methods to record, assess, and analyze customer feedback
  • Assist with the development and implementation of training and quality assurance programs for new hires and experienced employees
  • Acts as a liaison between the customer service teams and the executive teams, providing analysis and metrics on customer trends, feedback and issues
  • Drive efforts to reduce and mitigate refunds and chargebacks
  • Performs other related duties as assigned.

What You’ll Need

  • 8+ years of call center or customer service management experience of larger teams in a metric-driven organization obsessed with high customer satisfaction
  • Knowledge and experience with the best-in-class tools that empower customer success teams to provide the best customer success
  • A track record of successfully leveraging outsourced and offshore resources to drive scale and favorable economics
  • The ability to analyze available data and problem-solve to continually improve the customer experience
  • Exceptional communication skills, both written and verbal
  • Experience training others and dealing with escalated customers
  • Experience working with online review sites and organizations as it relates to the customer experience
  • A positive, empathetic attitude that cultivates trust with customers and leaves them with a positive opinion of our company
  • Strong listening, problem-solving, and critical thinking skills

Benefits:

  • 100% employer covered medical, dental, and vision insurance for employee-only plans
  • Life Insurance
  • Disability Insurance
  • 401(k) with company match
  • Variable comp program
  • Competitive Paid Time Off
  • Hybrid Work Model (in-office and remote)
  • Parental Leave
  • Casual Dress Code
  • Free Branded SWAG
  • Healthy Snacks in Office
  • Company Events
  • Referral Program