Role description
Platform Customer Support - Home Care Industry
SwyftOpsLocation:
On-Site
Job Type:
Full-Time, Hourly
Pay:
$16.00–$19.00 per hour
Reports To:
Product Experience Manager
SwyftOps is looking for a customer-focused, technically capable
Product Experience Specialist
to join our team.
In this role, you will provide virtual support and training to SwyftOps subscribers, helping them resolve questions, better understand the platform, and get the most value from the features available to them.
This position is ideal for someone who enjoys solving problems, working directly with customers, managing multiple priorities, and explaining technical information in a clear, easy-to-understand way.
At SwyftOps, we believe every department plays a role in creating a great subscriber experience. The Product Experience Specialist helps reinforce that culture by delivering timely support, providing effective training, following up on subscriber needs, and collaborating with other team members to ensure issues are fully resolved.
What You’ll Do
- Provide Tier 1 support to SwyftOps subscribers through phone, support tickets, email, and live chat.
- Manage multiple customer conversations and support requests simultaneously.
- Investigate, analyze, and resolve subscriber questions and system issues.
- Work across departments to identify solutions and ensure timely follow-up.
- Explain technical issues and root causes in clear, non-technical language.
- Lead training sessions for new users and continuing education sessions for existing subscribers.
- Conduct routine subscriber account health checks and report findings to the Product Experience Manager.
- Proactively contact subscribers to encourage feature adoption, identify learning gaps, and improve the overall user experience.
- Follow up with subscribers to confirm questions and issues have been resolved.
- Document and report product malfunctions to management.
- Review, update, and create Knowledge Base and support documentation.
- Record subscriber feedback and feature requests accurately and promptly.
- Assist department leaders with special projects as needed.
What We’re Looking For
- Previous SaaS customer service, training, or technical support experience.
- Experience in the home care industry, including familiarity with agency operations, scheduling, billing, payroll, policies, and procedures.
- Strong verbal and written communication skills.
- Experience providing virtual or remote software training.
- Familiarity with help desk software and remote support tools.
- CRM experience; HubSpot experience is preferred.
- Strong problem-solving and troubleshooting skills.
- The ability to remain patient and professional during difficult customer situations.
- A self-starter with excellent interpersonal skills, persistence, and a positive attitude.
- The ability to prioritize tasks and work with minimal direction.
- Strong attention to detail and the ability to complete special projects accurately and efficiently.
- Schedule flexibility to provide coverage during days, evenings, nights, or weekends when needed.
Preferred Qualifications
- High school diploma or equivalent.
- Two or more years of client services or customer support experience.
- Three or more years of virtual or remote training experience.
Schedule
This is a full-time, on-site position. Available shifts may include:
- 8-hour shifts
- 10-hour shifts
- Day shifts
- Evening shifts
Benefits
- 401(k)
- 401(k) matching
- Paid time off
- On-the-job training
About SwyftOps
SwyftOps provides home care agencies with software designed to simplify operations, improve efficiency, and create a better experience for agency staff, caregivers, and clients.
Our culture is built around putting subscribers first. We value teamwork, accountability, communication, and employees who are willing to take ownership of the customer experience.
If you are passionate about helping customers, enjoy learning technology, and want to join a growing software company serving the home care industry, we would like to hear from you.
Apply today to join the SwyftOps team.