Customer Support Specialist

Who you are

• You have strong written and verbal communication skills in English and French
• You enjoy investigating and resolving customer issues
• You have at least 3 years of experience in customer support. Experience in fintech, banking, or another regulated environment is a strong plus
• You are organized, detail-oriented, and comfortable prioritizing multiple requests
• You embrace change and enjoy improving processes to be done in a smart and scalable way
• You enjoy identifying and eliminating recurring problems
• You are enthusiastic about automation and scalable processes
• Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door
• It’s okay if you don’t tick all the boxes - don’t let imposter syndrome prevent you from applying!

What the job involves

• Your mission is to provide reliable, high-quality support to Swan’s partners and end customers.
• You will manage assigned tickets from first contact to resolution, follow established procedures, and escalate complex or sensitive cases to the appropriate teams.
• Through clear communication, accurate case handling, and timely follow-up, you will help the team meet its service commitments (SLA). You will also flag recurring issues and contribute to improvements in our processes and knowledge resources
• Respond to partner and end-customer inquiries through the designated ticketing system
• Take end-to-end ownership of assigned cases, ensuring timely follow-up, clear communication, and efficient resolution within agreed SLAs
• Handle internal escalations effectively and escalate sensitive, high-risk, or complex cases through the appropriate channels
• Follow all applicable SOPs, security requirements, data-protection standards, and compliance procedures
• Identify recurring customer issues, contribute to root cause analyses, and recommend operational or product improvements
• Contribute to the maintenance of internal knowledge resources, including SOPs and training materials
• Identify opportunities to simplify repetitive tasks and contribute to process improvements and automation initiatives
• Collaborate effectively with CX colleagues, BPO teams, and other internal stakeholders, ensuring clear handovers and shared ownership of customer outcomes
• The Customer Support team consists of approximately 10 team members and is part of the Operations organization. Its mission is to deliver high-quality support to our partners and their end customers, ensuring a positive experience and fostering long-term satisfaction and loyalty

The application process

• A 30-min call with our Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions
• A 45-min interview with Krystin, our Hiring Manager, to discuss your experience, skills and motivation for the role
• A case study with two Senior Team Members, to assess your approach to real-life scenarios relevant to the role
• A 45-min final interview with Elizabeth Able, our Head of Customer Support, to discuss your fit for the role and answer any remaining questions

Benefits

• ESOP packages available
• Flexible remote policy
• Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib
• Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax
• The best health insurance
• We provide a Swile card to cover your meal on work days
• Extra holidays (RTT)