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Industry: Software Development
Company Size: 11-50 employees

Swooped

Savvy Admin PROD

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

**About the Opportunity **

The organization is cybersecurity built for advertising. It secures the ad economy from the inside out, providing real-time intelligence and precise controls that detect and block malvertising, scams, disruptive creatives, and compliance risks before they reach users. By disrupting the business models of bad actors, the company empowers digital media to enforce standards, ensure quality, and uphold trust across the ad economy. It protects what matters most; revenue, reputation, and relationships, securing the foundation that allows good advertising to thrive.

**The Role **

The company is hiring a senior leader to own the entire customer journey from trial onboarding to day-to-day support through complex technical escalations and strategic account health.

This is a hands-on, high ownership leadership role at the intersection of cybersecurity and ad technology. The individual will build systems that don't yet exist, operate with significant autonomy alongside the founders, and lead a team that blends customer empathy with deep technical investigation.

**Key Responsibilities **

~~Team Management ~~

- Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability

- Develop a high performing team through structured coaching, clear career paths, and hiring and onboarding programs that scale with the business

- Set and track team wide goals across retention, customer health, and operational performance, driving accountability at every level

~~Customer & Revenue ~~

- Own the full customer lifecycle from pre-sales trial through long term retention, ensuring a seamless and high quality experience at every stage

- Drive strategic account reviews, executive relationships, and proactive outreach programs that protect and grow revenue

- Define the metrics, processes, and playbooks that keep customers successful and the team operating at a consistent standard

~~Technical Operations ~~

- Oversee the end-to-end resolution of complex customer issues, from initial escalation through root cause analysis and systemic fixes

- Set and enforce operational SLAs, surface patterns across incidents, and partner with Product and Engineering to address underlying gaps

- Build the tooling, documentation, and institutional knowledge that raises the team's technical capabilities over time

~~Cross-Functional Leadership ~~

- Shape company-wide strategy as a senior voice on the leadership team, bringing a customer centric perspective to business decisions

- Drive alignment across Product, Engineering, and Sales to ensure customer needs are reflected in roadmap priorities and operational commitments

- Lead the organizational response to major incidents and escalations, coordinating communication and decision-making across functions

**Required Qualifications **

- 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations

- Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where one naturally sits on that spectrum

- Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work

- Track record of building escalation tiers, setting SLAs, and holding teams accountable

- Experience managing or closely partnering with a pre-sales/solutions engineering function

- Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation. Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers

- Proven ability to operate in founder-led environments where processes need to be built from scratch

- Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution

- Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations

- Strong communication: owning the customer communication playbook and cross-functional strategy documents. Communication is clear, credible, and calibrated to the audience. Empathy and directness are exercised in equal measure

**Preferred Qualifications **

- Deep familiarity with the ad tech ecosystem (SSPs, DSPs, publishers, ad networks); direct experience at or with an SSP, DSP, or ad tech solutions provider strongly preferred

- Experience in cybersecurity: malware analysis, threat intelligence, incident response, or security operations

- Experience as the first or second senior CS hire at a company of 30–200 employees

- Experience inheriting a team in transition and making honest, timely talent decisions

- Familiarity with customer health scoring models and data-driven proactive intervention

- Experience building and scaling cross-functional teams into a cohesive structure

**Benefits **

- Fully Remote

- Unlimited Paid Time Off

- Sabbatical

- Stock Option Plan

- Exceptional Health Care Plans (Medical, Dental & Vision)

- FSA & Commuter Benefits

- Employee Sponsored Disability & Life Insurance

- 401(k) Plan with Automatic Employer Contribution

- Enhanced and Extended Family Leave

- Learning & Development Budget

- Yearly Office Supply Stipend

- Free Global Co-Working Membership

**Compensation **

**$180K – $250K **

~~The hiring company is an equal opportunity employer committed to building a diverse and inclusive team. ~~

Director of Customer Operations

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

**About the Opportunity **

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. The organization is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. It is a three-time recipient of a prestigious industry award, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban.

**Our Team **

The team is passionate, talented, and customer-focused. They embody their leadership principles in their work and culture. The organization is a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.

**Who You Are **

- You are an **operator at your core ** —you don’t just set direction, you execute and drive outcomes

- You bring a strong **AI-first mindset ** and are excited to fundamentally redesign how support operates using AI, not just incrementally improve it

- You have a track record of **owning and transforming complex, customer-facing functions ** , especially in ambiguous or fast-changing environments

- You think in **systems ** —able to diagnose problems, identify root causes, and redesign workflows for scale and efficiency

- You operate with **high agency and ownership ** , proactively identifying opportunities and driving change without waiting for direction

- You are **analytical and metrics-driven ** , comfortable owning business outcomes like CSAT, cost efficiency, resolution time, and fraud/risk performance

- You are a **strong cross-functional leader ** , able to partner effectively across Product, Engineering, Operations, Finance, and GTM

- You are comfortable navigating ambiguity and **making high-quality decisions quickly ** , balancing speed with sound judgment

- You are not limited by traditional definitions of support—you are motivated by the opportunity to **build and evolve a business function **

**What You’ll Do **

- Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers

- Own Payments Operations performance, including fraud, risk, and dispute management, through the team’s leadership layer

- Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency

- Drive step-function improvements in support operations, including tooling, processes, staffing model, and performance management

- Deliver against key business metrics including CSAT, SLAs, time to resolution, handle time, cost reduction, dispute win rate, and chargeback/charge-off reduction

- Operate as a hands-on leader—diagnosing issues, setting direction, and executing alongside the team

- Partner cross-functionally to ensure support and payments operations are aligned with broader product, engineering, and business priorities

- Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement

- Identify opportunities to expand scope and impact over time, contributing to broader business and operational leadership

**What You Bring **

- 8-10+ years of relevant operating experience at high-growth organizations

- Led and scaled **customer-facing or operational teams ** in high-growth, fast-paced environments, including managing through managers

- Owned **business-critical metrics ** (e.g., customer experience, cost efficiency, operational performance, or risk/fraud outcomes) at a leadership level

- Demonstrated the ability to **transform a function or system ** , not just manage existing processes

- Applied **AI, automation, or technology ** to meaningfully improve workflows, efficiency, or customer experience

- Successfully navigated **ambiguous or “messy” environments ** , bringing structure, clarity, and results

- Built or improved **operational systems and processes ** that scaled with business growth

- Partnered cross-functionally to drive outcomes across teams and influence company-level decisions

- (Nice to have) Experience with payments, fraud, risk, or dispute operations

- (Nice to have) Experience in Customer Support or Service environments

**This role isn’t a fit if: **

- You’re primarily a people manager who prefers directing layers vs. personally diagnosing problems and driving change

- You’re looking to run an org that is already a stable well-running machine rather than transform, upgrade and evolve from first principles

- You think of Customer Support as a service function to optimize incrementally, rather than a system to fundamentally redesign with AI and automation, both for customers and the organization

- You’ve used AI tools for productivity, but haven’t applied AI to redesign workflows or deliver step-function improvements

- You prefer steady, defined scope, structure, and stable environments over ambiguity, evolving mandates, and fast-changing priorities

- You’re uncomfortable owning end-to-end business outcomes (e.g., cost, efficiency, CX, risk) and being accountable for results—not just inputs

- You want a pure domain/functional role (e.g., Head of Support or Payments specialist) rather than a generalist operator role with expanding scope

- You optimize for perfection over speed, or prefer long planning cycles over rapid iteration and execution

**Compensation **

**$147K – $217K **

**Compensation & Benefits **

The organization rewards people who make things happen. Compensation is benchmarked against similar-stage growth companies, with ranges set by function, level, and location. Final offers reflect experience and expertise, and the recruiter can walk through the range for your region.

**Equity & Ownership **

Many roles include equity, giving you the chance to share in the long-term success you help create.

**Benefits & Well-Being **

The organization designs its benefits to help you (and your family) live well, stay healthy, and keep growing. While specifics vary by region, typical offerings include:

- Comprehensive medical, dental, and vision coverage

- Generous paid parental leave

- Flexible PTO so you can recharge when you need it

- Local retirement or savings plans

The organization is committed to pay equity and to building a diverse, inclusive workplace where everyone can do their best work and feel supported along the way.

~~The hiring organization is an equal opportunity employer committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status. ~~

Director, Customer Operations

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