{"id":780526,"url":"https://alion.io/job/swishbreaks-customer-support-lead","title":"Customer Support Lead","company":{"id":688032,"name":"Swish Breaks","domain":"swishbreaks.com","url":"https://alion.io/company/swishbreaks","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":9,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-07-06T19:59:51Z","employer_posted_date":"2026-07-06","last_verified_at":"2026-10-28T06:31:55Z","board_verified":true,"closed_at":null,"days_open":113,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":113},"description":"(Job Application Link)\nTHE OPPORTUNITY\nSwish Breaks is one of the fastest-growing names in live commerce, reaching collectors across Whatnot, Fanatics Live, TikTok 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.\nRESPONSIBILITIES\nYou will:\nBuild one member experience across SwishX and Swish LIVE, delivering consistent support regardless of where members buy.\n\nLaunch SwishX support from the ground up, including workflows, response standards, knowledge base, and ticketing.\n\nTurn every support interaction into a loyalty moment through fast, empathetic resolution and scalable support tools.\n\nCreate a single source of truth for customer issues, driving root-cause fixes with Operations and Fulfillment.\n\nScale customer support from reactive issue resolution to proactive member success as the business grows.\n\nEXPERIENCE & QUALIFICATIONS\nYou have:\n3-5 years in customer success, support, or customer experience, ideally in ecommerce, marketplaces, live commerce, or startups.\n\nExperience with ticketing platforms like Zendesk, Gorgias, Intercom, or similar.\n\nA track record of building support processes, SOPs, and workflows from the ground up.\n\nStrong written communication, analytical skills, and the ability to use data to improve the customer experience.\n\nA calm, empathetic approach that turns customer issues into long-term loyalty.\n\nBONUS POINTS\nExperience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG\n\nYou are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)\n\nYou love creators, fans, collectors, and the culture that surrounds them - this isn’t just a job to you\n\nHOW WE WORK\nModel championship culture: speed, precision, no ego, no drama, high accountability\n\nHigh ownership: Leaders here solve, not wait\n\nNo ego: We review, take feedback, fix mistakes fast\n\nSpeed + judgment: You ship constantly\n\nAI-first: If it can be automated, you automate it\n\nIn-office energy: Culture doesn’t build itself on Zoom","description_format":"text","description_chars":2431,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms"],"lifecycle":[{"event":"open","at":"2026-09-12T00:41:36Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.388,"p_room":0.28,"age_days":113,"expected_fill_days":27,"reasons":["conf:4","win:tail","crowd:"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/swishbreaks-customer-support-lead","json_url":"https://alion.io/job/swishbreaks-customer-support-lead.json","meta":{"generated_at":"2026-10-28T10:55:33Z","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":14268,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"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":688032},"rest":"https://alion.io/mcp/rest/get_company?id=688032"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fswishbreaks-customer-support-lead"},{"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%2Fswishbreaks-customer-support-lead"},{"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%2Fswishbreaks-customer-support-lead"},{"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/swishbreaks-customer-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fswishbreaks-customer-support-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":780526}},{"tool":"search_jobs","arguments":{"company":"swishbreaks.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":780526},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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