Customer Support Lead

(Job Application Link) https://jobs.ashbyhq.com/swishbreaks/784316dc-2db6-46ab-b252-eeb32eac2dbd THE OPPORTUNITY Swish Breaks is one of the fastest-growing names in live commerce, reaching collectors across Whatnot, Fanatics Live, Tik. Tok Shop, and now SwishX, our first-party digital platform. We're looking for someone to join the Swish Customer Support team and build our customer support function for our new product SwishX from the ground up defining the processes, tools, quality standards, and escalation paths that deliver a seamless experience across every touchpoint.

You'll be hands-on, creating a support operation that scales while ensuring every interaction strengthens trust, loyalty, and the overall member experience.

RESPONSIBILITIES

• Build one member experience across SwishX and Swish LIVE, delivering consistent support regardless of where members buy.
• Launch SwishX support from the ground up, including workflows, response standards, knowledge base, and ticketing.
• Turn every support interaction into a loyalty moment through fast, empathetic resolution and scalable support tools.
• Create a single source of truth for customer issues, driving root-cause fixes with Operations and Fulfillment.
• Scale customer support from reactive issue resolution to proactive member success as the business grows. EXPERIENCE & QUALIFICATIONS You have: - 3–5 years in customer success, support, or customer experience, ideally in ecommerce, marketplaces, live commerce, or startups.
• Experience with ticketing platforms like Zendesk, Gorgias, Intercom, or similar.
• A track record of building support processes, SOPs, and workflows from the ground up.
• Strong written communication, analytical skills, and the ability to use data to improve the customer experience.
• A calm, empathetic approach that turns customer issues into long-term loyalty. BONUS POINTS
• Experience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG
• You are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)
• You love creators, fans, collectors, and the culture that surrounds them — this isn’t just a job to you HOW WE WORK
• Model championship culture: speed, precision, no ego, no drama, high accountability
• High ownership: Leaders here solve, not wait
• No ego: We review, take feedback, fix mistakes fast
• Speed + judgment: You ship constantly
• AI-first: If it can be automated, you automate it
• In-office energy: Culture doesn’t build itself on Zoom