Product Ops

About Us

swivl is the self storage automation platform.

At swivl, we believe AI should be easy to use and accessible to all – no matter the size of your business. That's why self storage operators from one to thousands of locations trust swivl to be their front line communication platform. We’ve built the industry’s first fully integrated conversational AI platform that offers operators the ability to power things like digital assistants, online self-service automation, website inventory recommendations, call center deflection, and omnichannel experiences–all in one solution.

About the role

Traditionally, some would put this role under customer success. We see it a little differently. Yes, you will help manage swivl customer accounts, but you’ll also help make product decisions and suggest process improvements. It’s important for this person to understand customer asks and be able to translate those into meaningful, actionable product updates.

You will

• Onboard New Customers–We have an existing process that takes only a few hours to get a new customer ready for launch. Do you see an area for improvement? Work to test and implement your ideas to increase efficiency and reduce amount of time required to get a customer up and running. This could be as simple as a templated document that all parties use. It could be as complex as working with the product team to implement new features to the platform for all users.

• Support Customers–You will build relationships with new and existing customers and help respond to their requests. You will prioritize feedback and requests to maximize ROI for the end customer and work with the product team to implement new features and triage existing bugs. Communication with both the internal teams and the customer is key.

• Gather Analytics–You will collect analytics data throughout various stages of customer journeys. You will also analyze customer conversations to identify areas of improvement.

• Improve Product Features–You will use feedback from customers, combined with your learning from analytics gathering, to inform product updates. You will use our drag-n-drop editor to make changes to workflows that will be pushed out to current and future customers.

• Own our Knowledge-base–You will own the public facing “using swivl” guide that informs customers of the available features and how to properly make use of them. You will be responsible for copywriting, adding screenshots, and creating the occasional explainer video. Understanding this document thoroughly will help you stay informed about all swivl product offerings.

• Test the Product–You will help the larger product team test updates to our “Core” offering. We’ve built a really cool platform that allows us to iterate and push changes out to all customers rapidly. As part of that, we’re also able to test hypotheses and make decisions quickly. You will test certain parts of the platform on a regular basis as well as ad-hoc when issues arise.

• Be a great fit if you are a problem solver and analytical thinker, while also enjoy talking to customers.

• Learn a lot in a fast paced, but not overwhelming, startup environment. We’re a small, close-knit team, where everyone has a lot of autonomy and freedom to do their best work.

You might

• Have a look at our website and check out our mascot, Hoover the owl. What are his colors?