Teams at Swap Commerce

Leads technical support across products and regions, owning complex escalations, technical readiness, incident prioritization, and resolution quality. Manages and develops support staff, establishes global processes, partners with Product and Engineering, improves tooling and metrics, and drives AI-enabled workflows such as routing, triage, root-cause detection, and knowledge surfacing while maintaining security, compliance, and customer trust.

Provides frontline support to merchants through email and dashboard channels. Troubleshoots shipping, returns, payments, account configuration, and platform issues; handles escalations; supports onboarding; documents recurring problems; maintains knowledge-base content; and collaborates with Product, Operations, Engineering, CX, and Account Management teams to improve customer outcomes and support processes.

Builds AI enablement infrastructure, including LLM cost observability, usage tracking, agentic coding guardrails, internal developer tooling, and AI tool evaluations. The role delivers production-quality code, automated tests, CI/CD improvements, code reviews, and end-to-end project ownership. It also establishes AI usage best practices and supports build-versus-buy decisions across infrastructure, tooling, and business processes.