SWIVEL is seeking a talented individual to serve as the VP of Client Support, reporting directly to SWIVEL’s Chief Operating Officer. This role leads SWIVEL’s client support teams and is accountable for delivering a consistent, responsive, and high-quality support experience across the company’s products and services. The VP of Client Support provides strategic direction, mentoring, and oversight to support leaders; establishes the operating model, service standards, staffing approach, and performance expectations for the function; and ensures client issues are resolved effectively across all support tiers. This leader will partner closely with Product, Engineering, Implementation, Customer Success, Account Management, and other stakeholders to improve supportability, address recurring client pain points, and strengthen the overall client experience. The successful candidate will thrive in a fast-paced, growth environment and combine strong operational leadership, analytical discipline, and cross-functional collaboration.
Essential duties include the following:
- Sets the vision, strategy, and operating model for SWIVEL’s client support function, aligning priorities with company goals and the needs of clients.
- Leads, develops, and holds accountable the leaders responsible for SWIVEL’s client support teams, building a high-performing organization with clear roles, decision rights, and career paths.
- Owns the end-to-end support experience across all tiers, including self-service, frontline support, advanced technical support, and escalations requiring Product or Engineering partnership.
- Establishes service standards, operating procedures, escalation paths, and governance practices that drive timely, consistent, and effective resolution of client issues.
- Defines and monitors key performance indicators, service-level commitments, capacity measures, quality standards, and client feedback to assess performance and guide improvement.
- Develops workforce and capacity plans that align staffing, schedules, skills, and leadership coverage with demand, product complexity, and growth expectations.
- Builds a culture of ownership, empathy, urgency, learning, and continuous improvement while ensuring teams have the training, tools, knowledge, and coaching needed to succeed.
- Partners with Product and Engineering to improve product supportability, prioritize defects and recurring issues, strengthen incident response, and reduce avoidable client contacts.
- Collaborates with Implementations, Customer Success, Account Management, Sales, and other teams to provide seamless handoffs, clear ownership, and a coordinated client experience throughout the client lifecycle.
- Oversees executive-level client escalations and critical incidents, ensuring clear communication, sound decision-making, timely resolution, and effective follow-through.
- Advances self-service, knowledge management, automation, and support technology strategies that improve accessibility, efficiency, quality, and scalability.
- Owns the Client Support budget and vendor strategy, evaluates investments, and ensures resources are deployed responsibly to meet service and business objectives.
- Ensures support operations comply with applicable contractual commitments, security and privacy requirements, internal controls, and company policies.
- Provides the executive team with clear reporting on support performance, risks, capacity, client impact, and improvement initiatives, escalating material concerns promptly.
Serious candidates will possess the minimum qualifications:
- Bachelor’s degree in business, technology, operations, or a related field, or equivalent relevant experience; advanced degree is preferred.
- Ten (10) or more years of progressive experience in client support, customer operations, technical support, or a related service function, including significant leadership responsibility.
- Five (5) or more years leading leaders and multi-team support operations in a complex, technology-enabled, or regulated environment.
- Demonstrated success designing and scaling an end-to-end support operating model with tiered support, clear escalation paths, measurable service standards, and effective cross-functional ownership.
- Strong command of support performance management, including service levels, responsiveness, resolution, quality, client satisfaction, capacity, backlog, and productivity measures.
- Proven ability to translate data, client feedback, and root-cause analysis into sustained improvements in service delivery, product quality, and client experience.
- Experience leading executive escalations, major incidents, and sensitive client situations with sound judgment, clear communication, and disciplined follow-through.
- Demonstrated ability to recruit, coach, develop, and retain high-performing leaders and teams while building accountability and a strong service culture.
- Excellent executive communication, stakeholder management, and collaboration skills, with the ability to influence priorities across Product, Engineering, Customer Success, and Operations.
- Experience managing budgets, workforce plans, support technology, knowledge management, automation, and third-party service providers.
- Experience in financial technology, payments, or another regulated industry is preferred.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
