Technical Support Manager

Senior Technical Support Specialist

Location: London (Hybrid)

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the role

We’re hiring a Technical Support Manager to provide senior, cross-product technical leadership across Swap’s Support organisation. This is a horizontal, high-impact role focused on technical escalation ownership, operational consistency, and scaling Technical Support (particularly in the US) as our customer base and product suite grow. You’ll act as the senior technical authority within Support driving prioritisation, improving technical readiness, and strengthening collaboration across Product and Engineering.

This role blends strategic oversight with hands-on execution and people leadership. This is not a product-specific role. You’ll operate across products, regions, and teams to ensure a clear technical ownership of complex, high-impact escalations, strong prioritisation and structured escalation pathways. Operational consistency as headcount and complexity grow and scalable systems, processes, and tooling for Technical Support. You’ll complement our global leadership by adding strong day-to-day technical management and execution as the team expands.

What You Will Do

• Own technical readiness across all Swap products, ensuring Support teams are prepared for launches, changes, and increasing scale.

• Act as a senior technical authority across products, setting standards for troubleshooting, root-cause analysis, and resolution quality.

• Partner with Product and Engineering on readiness reviews, risk identification, and support impact for roadmap changes.

• Support a follow-the-sun model, ensuring consistent technical coverage and decision-making across regions.

• Serve as the primary owner for high-severity, high-visibility, and executive technical escalations across regions and products.

• Define and drive clear prioritisation frameworks for incidents, escalations, and competing customer needs.

• Coordinate cross-functionally to ensure fast, durable resolutions and strong post-incident learning and follow-up.

What we would like to see

• Manage, coach, and develop Technical Support team members as headcount increases, particularly in the US.

• Build clarity around ownership, expectations, and career progression within Technical Support.

• Raise the bar for technical capability, operational maturity, and customer impact across the team.

• Establish and maintain consistent global processes for escalations, incident management, and cross-team communication.

• Partner with Support Operations to improve tooling, workflows, and metrics that enable scale.

• Use data and trends to monitor queue health, identify systemic issues, anticipate risk, and inform strategic decisions.

• Lead the adoption of AI-driven support workflows, including intelligent routing, automated triage, and escalation detection.

• Partner with Support Operations, Product, and Engineering to design and implement automations that improve speed, consistency, and scalability.

• Use AI-assisted tooling to improve prioritisation, root-cause detection, and knowledge surfacing for agents.

• Ensure AI systems are safe, explainable, and aligned with customer trust, security, and compliance requirements.

Nice to have

• Experience in ecommerce, logistics, or post-purchase platforms.

• Experience operating global or follow-the-sun support teams.

• Familiarity with AI copilots, LLM-powered knowledge bases, or automated incident detection.

• Experience in a scale-up or hyper-growth environment.

Benefits

• Competitive base salary.

• Stock options in a high-growth startup.

• Competitive PTO with public holidays additional.

• Private Health.

• Pension.

• Wellness benefits.

• Breakfast Mondays.

Diversity & Equal Opportunities

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.