Teams at Swap Commerce

Provide first- and second-line IT support across Windows, macOS, and mobile devices. Manage user accounts in JumpCloud and Google Workspace, maintain hardware and endpoints, troubleshoot networking and peripherals, document tickets in Zendesk/Linear, enforce security policies, and assist onboarding/offboarding. Escalate complex issues and contribute to IT process and knowledge-base improvements.

Manage and grow a portfolio of strategic, high-revenue SaaS accounts. Act as trusted advisor to senior stakeholders, drive retention, upsell, and expansion, run QBRs, lead escalations, coordinate cross-functional teams, maintain forecasting and CRM hygiene, and translate customer goals into account plans that deliver measurable commercial outcomes.

Provide Tier 2 technical support for merchants by investigating API logs, webhooks, and platform issues. Troubleshoot payments, shipping, customs, and integrations, liaise with Product and Engineering, join merchant calls, and create documentation to improve support processes and reduce future incidents.