Support Operations Specialist

SWBC•San Antonio, MI

About The Position

SWIVEL is seeking a talented individual who will be responsible for designing, implementing, and optimizing support operations and service delivery models. This role will design and implement scalable processes, optimize systems, drive automation, and manage cross‑functional partners. The Support Operations Specialist ensures support operations evolve with SWIVEL’s strategic objectives, partnering with frontline teams to deliver efficient and effective customer support. The role manages key programs, processes, and resources that improve customer experience, accelerate team performance, and drive operational excellence. Why you'll love this role: As a Support Operations Specialist, you’ll drive the delivery of complex, cross‑functional programs that define how SWIVEL supports customers at scale. You’ll lead process innovation, operational transformation, and client support experience improvements that materially elevate both customer satisfaction and internal efficiency. You’ll be at the heart of transforming how we support our customers, designing smarter processes, optimizing tools, and driving innovation that empowers both our customers and our support teams.

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.

Responsibilities

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.