SWBC

Support Operations Specialist

SWBC

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals
  • Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations
  • Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes
  • Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors
  • Translate business needs into technical requirements and ensure the voice of the customer is represented
  • Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction
  • Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements
  • Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance
  • Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge
  • Implement governance models, feedback loops, and continuous improvement processes
  • Other duties as assigned.

Requirements

  • Bachelors degree in Business Administration, Finance, Management Information Systems (MIS), or related fields
  • Minimum of five (5) years of generalized experience in customer support, support operations, or service design, with a proven track record of leading cross-functional initiatives
  • Minimum of two (2) years of specialized experience in the financial institution industry, a SaaS or technology industry, or project management
  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workflow automationAI-assisted supportrouting optimizationsystem integrationssuccess metricsdashboard buildingjourney analyticsgovernance modelscontinuous improvement processesproject management
Soft Skills
strategic thinkingproblem solvinginterpersonal skillsorganizational skillscommunication skillsprofessionalismenthusiasmcollaborationcustomer focusadaptability