Customer Support Manager - APAC
SwapcardPosted 3/27/2025
Customer Support Manager - APAC
Swapcard
Job Location
Job Summary
Swapcard is seeking a Customer Support Manager - APAC to lead the APAC Customer Care Team in delivering exceptional customer service. The ideal candidate will have 2+ years of managerial experience, a passion for coaching and developing high-performing teams, and excellent communication skills. They should be tech-savvy, fluent in English, and able to work autonomously within a global team. Swapcard offers a remote-first policy, international team, and generous benefits package. The company values curiosity, open-mindedness, empathy, resilience, ambition, and a DIY mindset. If you're passionate about utilising AI to improve process efficiency and customer experience, this could be the perfect opportunity for you.
Job Description
Our Mission
Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events.
Our Vision
At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences.
Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.
Our Beliefs
At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation.
We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants.
Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.
What you will be doing?
- Lead, motivate, and mentor the APAC Customer Care Team to achieve performance targets and deliver exceptional customer service.
- Conduct regular team meetings, performance reviews and provide feedback to ensure continuous professional growth and achievement of Individual and business objectives/KPIs
- Be a business leader within Swapcard, making decisions that are consistent with business objectives and determining short/long term strategies to achieve the necessary impact
- Monitor Support processes looking for opportunities for their optimization
- Collaborate with other departments on shared projects, balancing the needs of the Support team with the overall business goals, contributing to the company's success and growth
- Effective resource management within the team ensuring a fair & balanced workload continuously, particularly across peak seasons
- Identify skill gaps and provide relevant training to the team.
Your Profile
- Minimum of 2 years of managerial experience with a focus on coaching and developing high performing teams
- Prior experience in leading frontline customer support in a SaaS or digitally native business
- Customer experience fanatic with a keen eye for improvements
- Collaborative with the ability to work autonomously, experienced with working within a global team
- Fluent in English, any other language would be appreciated!
- Tech-savvy with knowledge of customer service tools and ticketing systems.
- A make-it-happen mindset, excited and ready to roll up your sleeves whilst keeping longer-term team implications and goals a priority.
- Highly empathetic and emotionally intelligent driven by a passionate and curious work ethic.
- BONUS: is passionate about utilising AI to improve process, efficiency and enhance customer experience.
Swapcard’s Interview process
Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard.
1. Screening Interview with a recruiter from our people team.
2. A remote exercise to demonstrate and assess your skills.
3. Manager review with your future reporting manager
4. Leadership review with one of our department leaders
5. Reference check conducted by our people team
6. Offer
Swapcard's Values
🧠 Curious: We ask questions and try new things. We embrace new experiences and love to learn from others. We are curious about what something is and WHY something is.
👽 Open-minded: We welcome change as well as ideas and feedback from others. We welcome people as they are and learn from each other's personal and professional experiences.
❤️ Human: No masking who we are. Empathy encourages a down-to-earth environment where we all feel comfortable and free to be human. Creating bonds makes it easier to share ideas, give feedback, and ask for help.
✊ Resilient: Our challenges in life have only made us stronger and wiser. We prefer the term “experiment” over “failure” because we always keep trying. We are solution-oriented and find innovative approaches to succeed.
🏅 Ambitious: Nothing is impossible. We're always striving to get better, seize opportunities, and reach the top. We are encouraged to dream big and believe in ourselves.
Benefits & Reasons to Join Swapcard
- International team with 40+ nationalities (more on the way!) 🌍
- Remote-first policy with headquarters in Paris 🗼
- Thriving startup with career growth opportunities 🪴
- Open-minded culture that appreciates differences 👽
- Feedback-driven, supportive & curious team with a DIY mindset 🤔 🛠
- Generous Paid Time Off to ensure you have time for what matters most ❤️🏡
- Remote perks designed to optimize your working experience 🎁
- In-person social gatherings to celebrate our achievements 🏝️
- 100% of your health insurance contribution paid by Swapcard 🏥
- Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) 🖇️
- Co-working space budget to support remote work in professional environments 💼
- Learning budget to help you develop new and existing skills 🤓
- Mental health care initiatives to support your well-being 🧘
Equal Opportunity
Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran
