{"id":2041573,"url":"https://alion.io/job/swbc-vp-client-support-manager","title":"VP - Client Support","company":{"id":1971330,"name":"SWBC","domain":"swbc.com","url":"https://alion.io/company/swbc","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":123000,"max_usd":232000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1254},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-07T18:01:58Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-11T21:45:32Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"SWIVEL is seeking a talented individual to serve as the VP of Client Support, reporting directly to SWIVEL’s Chief Operating Officer. This role leads SWIVEL’s client support teams and is accountable for delivering a consistent, responsive, and high-quality support experience across the company’s products and services. The VP of Client Support provides strategic direction, mentoring, and oversight to support leaders; establishes the operating model, service standards, staffing approach, and performance expectations for the function; and ensures client issues are resolved effectively across all support tiers. This leader will partner closely with Product, Engineering, Implementation, Customer Success, Account Management, and other stakeholders to improve supportability, address recurring client pain points, and strengthen the overall client experience. The successful candidate will thrive in a fast-paced, growth environment and combine strong operational leadership, analytical discipline, and cross-functional collaboration.\nWhy you'll love this role:\nIn this role, you will be accountable for delivering a client support organization built for scale, accountability, and continuous improvement. You will have the opportunity to influence the full support ecosystem-from self-service and frontline response through advanced product and engineering escalation-while helping leaders and teams deliver meaningful outcomes for clients. You will be an important executive leading a critical function and contributing to the growth of SWIVEL®. Our leaders recognize that empowerment, autonomy, work-life balance, professional development, continuous improvement, and a commitment to shared values are key enablers of our success. We work hard, take care of each other, and deliver amazing outcomes daily.\nEssential duties include the following:\nSets the vision, strategy, and operating model for SWIVEL’s client support function, aligning priorities with company goals and the needs of clients.\nLeads, develops, and holds accountable the leaders responsible for SWIVEL’s client support teams, building a high-performing organization with clear roles, decision rights, and career paths.\nOwns the end-to-end support experience across all tiers, including self-service, frontline support, advanced technical support, and escalations requiring Product or Engineering partnership.\nEstablishes service standards, operating procedures, escalation paths, and governance practices that drive timely, consistent, and effective resolution of client issues.\nDefines and monitors key performance indicators, service-level commitments, capacity measures, quality standards, and client feedback to assess performance and guide improvement.\nDevelops workforce and capacity plans that align staffing, schedules, skills, and leadership coverage with demand, product complexity, and growth expectations.\nBuilds a culture of ownership, empathy, urgency, learning, and continuous improvement while ensuring teams have the training, tools, knowledge, and coaching needed to succeed.\nPartners with Product and Engineering to improve product supportability, prioritize defects and recurring issues, strengthen incident response, and reduce avoidable client contacts.\nCollaborates with Implementations, Customer Success, Account Management, Sales, and other teams to provide seamless handoffs, clear ownership, and a coordinated client experience throughout the client lifecycle.\nOversees executive-level client escalations and critical incidents, ensuring clear communication, sound decision-making, timely resolution, and effective follow-through.\nAdvances self-service, knowledge management, automation, and support technology strategies that improve accessibility, efficiency, quality, and scalability.\nOwns the Client Support budget and vendor strategy, evaluates investments, and ensures resources are deployed responsibly to meet service and business objectives.\nEnsures support operations comply with applicable contractual commitments, security and privacy requirements, internal controls, and company policies.\nProvides the executive team with clear reporting on support performance, risks, capacity, client impact, and improvement initiatives, escalating material concerns promptly.\nSerious candidates will possess the minimum qualifications:\nBachelor’s degree in business, technology, operations, or a related field, or equivalent relevant experience; advanced degree is preferred. \nTen (10) or more years of progressive experience in client support, customer operations, technical support, or a related service function, including significant leadership responsibility.\nFive (5) or more years leading leaders and multi-team support operations in a complex, technology-enabled, or regulated environment.\nDemonstrated success designing and scaling an end-to-end support operating model with tiered support, clear escalation paths, measurable service standards, and effective cross-functional ownership.\nStrong command of support performance management, including service levels, responsiveness, resolution, quality, client satisfaction, capacity, backlog, and productivity measures.\nProven ability to translate data, client feedback, and root-cause analysis into sustained improvements in service delivery, product quality, and client experience.\nExperience leading executive escalations, major incidents, and sensitive client situations with sound judgment, clear communication, and disciplined follow-through.\nDemonstrated ability to recruit, coach, develop, and retain high-performing leaders and teams while building accountability and a strong service culture.\nExcellent executive communication, stakeholder management, and collaboration skills, with the ability to influence priorities across Product, Engineering, Customer Success, and Operations.\nExperience managing budgets, workforce plans, support technology, knowledge management, automation, and third-party service providers.\nExperience in financial technology, payments, or another regulated industry is preferred.\nSWBC offers*:\nCompetitive overall compensation package\nWork/Life balance \nEmployee engagement activities and recognition awards \nYears of Service awards\nCareer enhancement and growth opportunities \nLeadership Academy and Mentor Program\nContinuing education and career certifications \nVariety of healthcare coverage options\nTraditional and Roth 401(k) retirement plans \nLucrative Wellness Program\n*Based upon employee eligibility\nAdditional Information:\nSWBC is a Substance-Free Workplace and requires pre-employment drug testing.\nPlease note, SWBC does not hire tobacco users as allowed by law.\nTo learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.","description_format":"text","description_chars":6786,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Professional development","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Insurance Brokers & Agencies"],"lifecycle":[{"event":"open","at":"2026-10-07T18:01:58Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":32,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/swbc-vp-client-support-manager","json_url":"https://alion.io/job/swbc-vp-client-support-manager.json","meta":{"generated_at":"2026-10-11T23:03:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13461,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1971330},"rest":"https://alion.io/mcp/rest/get_company?id=1971330"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fswbc-vp-client-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fswbc-vp-client-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fswbc-vp-client-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/swbc-vp-client-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fswbc-vp-client-support-manager"}]}