SWBC is seeking a talented individual to be responsible for designing, implementing, and optimizing support operations and service delivery models. This role exists to elevate customer experience by leading strategic support initiatives, improving operational workflows, and ensuring scalable, data-driven support solutions that align with business goals. The Customer Support Design Specialist will oversee and optimize customer support operations within the SWIVEL organization, partnering closely with the frontline support staff to ensure efficient and effective delivery of customer support. This involves managing support-focused projects, processes, and resources to enhance customer experience, improve team performance, and drive overall support excellence.
Why you'll love this role:
You’ll be at the heart of transforming how we support our customers. As a Customer Support Design Specialist, you’ll lead initiatives that shape the future of our support experience—designing smarter processes, optimizing tools, and driving innovation that empowers both our customers and our support teams. If you're passionate about operational excellence, customer-centric design, and making a measurable impact, this is the role for you.
Essential duties include the following:
- Leads the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals.
- Drives cross-functional support initiatives from concept to execution, including requirements gathering, stakeholder alignment, and post-launch evaluation.
- Analyzes customer feedback, support metrics, and journey data to identify pain points and design solutions that enhance the overall support experience.
- Partners with Product, Engineering, and Support Operations to evaluate and implement tools that improve agent productivity and customer satisfaction
- Develops and maintain dashboards, reports, and insights to monitor support performance and inform strategic decisions
- Collaborates with knowledge manager and support teams to ensure support content is accurate, accessible, and aligned with customer needs.
- Acts as a liaison between support and other departments (SWIVEL Support, Product, Engineering) to ensure alignment on customer-impacting initiatives.
- Other duties as assigned.
Serious candidates will possess the minimum qualifications:
- Bachelors degree in business, marketing, information technology, or a related field.
- Five (5) years of experience in customer support, support operations, or service design, with a proven track record of leading cross-functional initiatives.
- Two (2) years of experience in project management, and/or customer support systems.
- Proven track record of developing and implementing successful support strategies.
- Strong understanding of support process design, customer journey mapping, and workflow optimization.
- Ability to think strategically while maintaining a hands-on approach to problem solving.
- Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.
- Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
- Possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint and SaaS applications.
- Able to lift 10 - 20 lbs. of binders, paper, and/or files.
- Able to sit for long periods of time while executing computer applications, speaking with clients or providing assistance to team members.
SWIVEL 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
Additional Information:
SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWIVEL does not hire tobacco users as allowed by law.
To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.
Top Skills
What We Do
SWIVEL Transactions, LLC, is a financial technology and services company providing specialized, integrated transaction enablement solutions that remove friction for account holders, borrowers, and departments across financial institutions, as well as collections agencies and offices, while also mitigating risks associated with payments processing in the digital environment and moving funds in digital domains. More than 800 financial institutions use SWIVEL's payment processing solutions across the United States. The company is a wholly owned subsidiary of SWBC, headquartered in San Antonio, Texas. For more information about SWIVEL and its innovative solutions, visit www.getswivel.io
